How to pause SLA when workflow Status is Waiting for Customer.

[ravikiran nagasetti]

Hi Experts,

How to pause SLA when workflow Status is Waiting for Customer and Notification need to send to Customers, For Waiting for additional information required for process the work.


Thanks,

 

[Mariana_Pryshliak_Saasjet]

Hello @ravikiran nagasetti 

Do you need it for any Jira add-on?

If so, you can get the necessary results using SLA Time and Report. All you need is to set Start, Pause and Stop timers (to pause calculating in a particular status).

This add-on is developed by my SaaSjet team, so let me know if you have any additional questions.

Hope it helps

[Dirk Ronsmans]

Hey @ravikiran nagasetti ,

In your SLA configuration you can define Pause conditions. For you adding one when "Entering status "Waiting for Customer" would be a good idea.

https://support.atlassian.com/jira-service-management-cloud/docs/create-and-edit-sla-time-metrics/

[Dave Mathijs]

Hi @ravikiran nagasetti ,

Have a look at this documentation page: Set up SLA conditions

You need to set up a pause condition for status Waiting for Customer and restart when In progress.

When you add a transition screen, you can add a comment and the customer will receive a notification. (because you need info)

Thanks to accept this answer if it resoles your question.