I will always make sure that my SLA stops tracking time to resolution while I wait for a response from the customer.
I'd be interested in knowing about your SLA best practices
Hi @Jerryton Surya
To be honest, I immediately started working with “SLA best practice” using the SLA Time and Report for Jira add-on. But I surf a lot in the community and see frequent users' problems with native SLA, so I recommend this app. It really simplifies SLA control and reporting.
Our team developed it, and I can tell you a lot, but it's better to try it yourself with a 30-day trial.
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