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
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.
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