Fail SLA

Question

Good afternoon! The question is, why does the SLA fail if a response is being made to the client?

We install

SLA 13 h . Created >= Start of the day (15 h) And created < The beginning of the day (16 hours)

When the user responds to the client, the SLA is reset randomly for the "created time/date".

thanks for the answers.

Dave Mathijs · Answer

Hi @Катаев Артем

Have you set added the "Waiting for customer status" to Pause counting time when?

The SLA should pause when you're awaiting customer feedback and restart when the customer responds.

Jack Brickey · Answer

Hi @Катаев Артем ,

what do you mean by SLA fails? The SLA definition above seems malformed, could you please provide the exact JQL query?