SLAs for Service Desk Agents

[Amber Darko]

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

[Gokce Gursel _Snapbytes_]

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.

Please let me know if you have further questions.

Regards,

Gökçe

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