In our support department, which utilizes JIRA v6.3.1. We would like to know how long it takes to complete certain tickets, in order that we do not breach SLA. We would like the clock to start as soon as a client creates the ticket, but we would like the capability to pause that clock when the ticket is send back to the client due to insufficient information, etc. The clock is stopped when the client closes the ticket.
Is something like this possible?
If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...
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