JSM is a newer product for my organization, and some changes are more challenging to adjust to than others. The big one we are struggling with is meeting the SLA for Time to first response. After some quick analysis, it turns out the team is calling the users rather than commenting on the ticket for the Customer.
We do not want to alter the workflows for the Issue Types or create a new Status for this specific use case. Nor do we want to enter a customer-facing comment after calling them to meet the SLA.
So the idea we've come to is a Custom Field check box for the team to mark when the customer is contacted outside of Jira. We've tried to create automation to update the SLA when it is checked without any luck. Reaching out to the community to see if there are any suggestions for how to make this automation work or if any organizations are in a similar boat, how they handled this situation.
Thank you in advance!
