I have the following configuration for SLAs:
But when I look in the Service Desk Queue, this ticket has its timer paused when the timer should instead be running:
Question: What is the operator used in SLA conditions? In the above example, is it:
Pause On = "Resolution: Set" AND "Status: (2) Queued"
or is it:
Pause On = "Resolution: Set" OR "Status: (2) Queued"
I can't seem to find a pattern to this as our SLA timers appear to be starting/stopping and not obeying the conditions set. If we delete the SLA and create a new one (with exactly the same conditions), it appears to fix prior tickets that were not obeying the conditions. However, new tickets coming in then sporadically stop obeying the conditions again, so our timers/SLAs continue to be running/pausing.
Are you a whiz at handling tickets and looking at how you can further optimize your workflow with automation? Do you tackle detailed customer support questions while simultaneously getting flooded wi...
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!
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