Hello
I'm using the Jira service management ITSM template, how do I stop the resolution time counting when the ticket is in Waiting for Customer status?
@Rodrigo Buch in my SLA setup for 'Time to resolution' I have a 'Pause counting time during...' section. I added a condition to that section when Status is 'Waiting for Customer'.
I can see the SLA paused when I'm viewing the Service Request.
Hi @Dan Breyen
That's exactly what I needed, it worked!
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