Add "waiting for customer" stage or status in Service Request

S Jena

Hello All,

We have JIRA Service Management Cloud with Standard plan.

We have created a number of catalogue items (Service Request) which we require an "waiting for customer" stage or status just incase we need further information from a user.

Because our state are built into our workflow's i didn't know if this was the best place to put this or not.

Has anyone setup this kind of thing before? If so any help/guidance would be appreciated.

Is this the best practice in JIRA Service management to update the status as "waiting for customer" to map the SLA in Service request.

 

Thanks

Swopna

Rebekka Heilmann (viadee)

Hi @S Jena 

Yes, having a "Waiting for customer" Status is best practice. Usually you would pause other SLAs like Time to Resolution based on that Status rather than counting the time in the status itself - unless it is of interest how long customers need to answer?

"Waiting for customer" is even part of Jira's default workflows.

To add a status to a workflow you can have a look into the official documentation: Work with issue workflows | Atlassian Support