Hi @Yessica Lorena Guzman Lopez welcome to the community. I apologize if there are errors in the translation. If I'm understanding your question correctly, you have an SLA going and you'd like to be able to pause the Service Request when it's in specific states.
I'm also assuming that you're using Jira Service Management in the cloud. If this is your question, and you're in the cloud, if you go to your Project Settings, in the Left Menu, there is an item called 'SLAs'. If you click on it, you can go in and edit them. If you don't have any there or need to add a new on, you can click on 'Add SLA'. Then you can edit the actual projected and set the goal, as well as edit the conditions regarding what starts, pauses, and stops it.
Here's a KB that goes into it further: SLAs
Hope that helps
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.