Ticket Isn't Paused by “waiting for customer” but indicating resloved

Can you help explain something. Ticket ASD-2632 met the SLA even before  the ticket is closed. We made a change last week to match the trigger to pause the counter when the agent contacts the customer using the “waiting for customer” bucket. But It appears that this isn’t pausing the ticket, but falsely indicating it’s completion

1 answer

0 vote
Steven Behnke Community Champion Jul 29, 2016

This is a user-community forum. We can't see your instance. We can help, but you'd need to provide screenshots of anything you refer to, in this case I think we'd need to see the Workflow and Automation Rule in question.

https://support.atlassian.com should be able to help you more directly in JIRA Cloud.

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published an hour ago in Marketplace Apps

Calling all developers––You're invited to Atlas Camp 2018

 Atlas Camp   is our developer event which will take place in Barcelona, Spain  from the 6th -7th of   September . This is a great opportunity to meet other developers and get n...

13 views 0 0
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you