We are working on going live with JIRA Service Desk, and we decided to add a pause on "Status: Waiting for customer" to the Time to Resolution SLA. I noticed after 30 minutes at least, that the progress bar under SLAs still says it is about to recalculate open issues, and never goes away. I even tried to return the SLAs back to normal.
We only have 1 issue in the queue, and it's a change issue, which this SLA does not apply to.
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