In our case, we often have to engage with partners to solve issues raised in the JSD by our customers. These partners are outside the "system" and we may engage with them by phone or email etc. Is there any way we can have an SLA clock that we can use to track the SLA with these external partners (automated or manually pause/play)?
It would be really helpful if we can use something in JIRA, to track SLAs with partners on an issue level.
Hi @Aman Sinha
Manually play/pausing the SLA is not really an option. An SLA will always work based on conditions within your issue.
i can think of a couple of ways how you can implement something for this tho.
Hope this helps!
Hi, @Aman Sinha
I’d like to recommend you SLA Time and Report, which can help you to set any configuration in Jira.
Define SLA for interacting with external partners with statuses. For example, choose to Start SLA when the task has assignee (Assignee changed from Unassigned to Assigned), Pause with condition ‘Waiting for customer’ and Stop, when the issue is done:
I believe that such tool from the Atlassian Marketplace, as SLA Time and Report, will be a better solution for you for any SLA ideas you have.
Try it for free from Marketplace
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