Jira Service desk hold Queue

Is there a way to put a Desk ticket on "hold"? Sometimes our customers request a delay, but the SLA timers keep ticking. This skews our SLA response and breach reporting.

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Steven Behnke Community Champion Dec 22, 2016

Sure can. It should be a matter of adding a YellowHold status and then making sure that the SLA's configuration is aware to stop ticking when you enter that status.

OK, found how to set the SLA timers to stop based on our criteria. How do we add a HOLD status?

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