Add "waiting for customer" stage or status in Service Request

[S Jena]

Hello All,

We have JIRA Service Management Cloud with Standard plan.

We have created a number of catalogue items (Service Request) which we require an "waiting for customer" stage or status just incase we need further information from a user.

Because our state are built into our workflow's i didn't know if this was the best place to put this or not.

Has anyone setup this kind of thing before? If so any help/guidance would be appreciated.

Is this the best practice in JIRA Service management to update the status as "waiting for customer" to map the SLA in Service request.

Thanks

Swopna

[Rebekka Heilmann _viadee_]

Hi @S Jena 

Yes, having a "Waiting for customer" Status is best practice. Usually you would pause other SLAs like Time to Resolution based on that Status rather than counting the time in the status itself - unless it is of interest how long customers need to answer?

"Waiting for customer" is even part of Jira's default workflows.

To add a status to a workflow you can have a look into the official documentation: Work with issue workflows | Atlassian Support