How can I pause a Service Desk SLA when an issue is assigned to a specific group of users? My support department is made up of employees and outside contractors. I need an SLA metric that pauses counting when the issue is assigned to the employees, but counts when assigned to the contractors due to their contractual SLA agreements. If I could trigger some type of Pause SLA command from an Assignee System Event; or be able to set Pause SLA conditions on JQL query and not just statuses. thanks
You could do this by creating having two different 'in progress' workflow statuses, e.g. "IP-Internal" and "IP-External" or similar. The employee would need to transition to "IP-External" if they pass it off and vice-versa. This would have other potential reporting benefits as well.
There may be other ways but this may work for you.
The Jira Marketing team is putting together an ebook on migrating to Data Center. We're looking for pro tips on how you staffed your project team and organized your Proof of Concept. Share yo...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs