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SLAs for Service Desk Agents

I want to find out if SLAs should be paused or stopped(on the agent) when a ticket has been escalated to a different resource person for technical assistance.

How do i configure this in Jira SD.

Currently, when ticket is escalated, the SLA on the agent is paused, however, resuming this does not give the required results

1 answer

Hi @Amber Darko ,

You can use Time to SLA - Next-Gen SLAs for this.

Just add the SLA End > Field Change > Assignee > when assignee is in the group > Developer to your SLA end or pause condition and you are done. It's that easy.

Next-Gen SLAs comes with a great performance and you can enjoy the one of a kind TTS features with it.

Screen Shot 2021-02-11 at 14.13.54.png

Please let me know if you have further questions.



Please note that I'm one of the members of the Snapbyets team.

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