How can I pause a Service Desk SLA when an issue is assigned to a specific group of users?

Question

How can I pause a Service Desk SLA when an issue is assigned to a specific group of users?  My support department is made up of employees and outside contractors.  I need an SLA metric that pauses counting when the issue is assigned to the employees, but counts when assigned to the contractors due to their contractual SLA agreements.  If I could trigger some type of Pause SLA command from an Assignee System Event; or be able to set Pause SLA conditions on JQL query and not just statuses.  thanks

Jack Brickey · Answer

Joe,

You could do this by creating having two different 'in progress' workflow statuses, e.g. "IP-Internal" and "IP-External" or similar. The employee would need to transition to "IP-External" if they pass it off and vice-versa. This would have other potential reporting benefits as well.

There may be other ways but this may work for you.