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

John Gillis July 29, 2016

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 votes
Steven F Behnke
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
July 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
TAGS
AUG Leaders

Atlassian Community Events