ticket with status 'Fix In Progress' is pause on SLA

[Hina Naseer]

can someone please help to understand why the SLA is paused when status Fix in Progress is applied on the CAS.

[Zoryana Bohutska _SaaSJet_]

Hi @Hina Naseer 

Yes, Jakob is right - you can't use Jira Service Desk for Jira Software. Did you wrong with tag or are you using some add-on from a marketplace like SLA Time and Report?

[Jakob KN]

Hi Hina, 

I can see that the label are "Jira Software", but SLA's are found in Jira Service Desk. 
Could you elaborate a bit on these SLA's and how they're set up?

If you are working in Jira Service Desk, the SLA's are most likely started, stopped and paused based on status changes. 
You should be able to check this by going to the admin section of the project, and navigating to the SLA's.