setting SLA to stop time to resolution

[Blair]

hi everyone,

need info to setting SLA's

i change the SLA setting if ticket status = Pending , time to resolution = stop/pause

but that happened now ticketing just change time to resolution to tomorrow and not stop if status pending , how to change that if i set Pending and then ticket status just pause?

thankyou

[Danny · Accepted solution]

Hi, @Blair 

In your SLA configuration you can define Pause conditions. For you adding one when "Entering status "Waiting for Customer" would be a good idea.

https://support.atlassian.com/jira-service-management-cloud/docs/create-and-edit-sla-time-metrics/

[Blair]

im sorry sir , i do that ,

but this is what happened,

i mine , how i setting SLA if PIC ticketing or asigneer if i set status = PENDING , time to resolution is freeze , not breached like that (check pic i send) because i set like you said but time to resolution in ticketing not freeze and have time to resolution

[Danny]

Hi @Blair 

Apologies, as this has not resolved your issue. Could you give me further details on the SLA you have set up? Perhaps screenshots of the SLA config and the workflow it is following. 

From the above, you want the SLA, Time to Resolution, to be puased when the status of the issue/ticket is set to PENDING. Is that correct? 

And you have set the following on the SLA: Add condition under Finish counting time when to set up conditions for when the SLA should stop measurements. Is that correct?

Thanks,

Danny

[Blair]

sir , 

thankyou , results from my explore , case has been solve , and i use your first point you tell to me , thankyou Sir

[Danny]

Glad you got this sorted @Blair

Good luck tracking your SLAs