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We have SLA set based on the severity of the request, and the clock starts when the request is in a certain status pauses when it's in a different status, and closes when it's completed, closed, etc.
Request Status = Assigned to Technician
Request Status = Waiting for Customer (once a Customer makes a comment, the automation sets the status to Assigned to Technician)
Clock Starts = Assigned to Technician
And once the clock starts it's counting the time and if there is no interaction made by the Technician, then the SLA is breached, but the reality is that it's a work in progress.
Any suggestions on how to handle this better, thank you.
Hi @Mitesh Shah
If I understood you correctly, I could suggest the following solution: add another status, for instance, Tech. investigation and control SLA based on it.
But first, tell how you want to count the time together: Assigned to Technician + Tech. Investigation, or separately?
If together, it is possible to make 2 SLAs:
1. Open --> Assigned to Technician --> Waiting for Customer
2. Waiting for Customer ---> Assigned to Technician --> Done/Resolved
If you are okay with using third-party add-ons, I can show you an example of setting up your SLAs in the SLA Time and Report for Jira add-on I would recommend.
Hi @Mitesh Shah
I'm not sure I understand, can I clarify?
The Status "Assigned to Technician" is when the time is counting down - and during this time it counts to 0, and breaches SLA.
Isn't the reality that it's a work in progress - but hasn't been closed within the SLA, so is in breach? What alternative action are you looking for?