how can i change for my SLA to not count it when the ticket is on pending mode? basically when i m

Question

how can i change for my SLA to not count it when the ticket is on pending mode?

basically when i move the status from in progress to pending (wating for user or 3D party etc)  i dont want i to count on my SLA .... how can i change that?

Kai Barr · Answer

thanks that worked!

Lucas Modzelewski _Lumo_ · Answer

Just follow this article, and configure SLA to your needs: https://support.atlassian.com/jira-service-management-cloud/docs/set-up-sla-conditions/

Kai Krause_xx7uj7 · Answer

Hi and Welcome,

in your SLA you can setup when the time counting is paused.

BR
Kai