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how do I stop the resolution time counting when the ticket is in Waiting for Customer status?

Rodrigo Buch
Rodrigo Buch
Contributor
July 10, 2024

 

Hello

I'm using the Jira service management ITSM template, how do I stop the resolution time counting when the ticket is in Waiting for Customer status?

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Dan Breyen
Dan Breyen
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July 10, 2024

@Rodrigo Buch in my SLA setup for 'Time to resolution' I have a 'Pause counting time during...' section.  I added a condition to that section when Status is 'Waiting for Customer'.

I can see the SLA paused when I'm viewing the Service Request.

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Rodrigo Buch
Rodrigo Buch
Contributor
July 10, 2024

Hi @Dan Breyen 

That's exactly what I needed, it worked!

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