I want to create sla with the following constraints: sla starts on creation and ends on the closure, in between there are some ping-pong action from Customer to Performer.
When the issues on the customer's side sla count-down stops, and starts again after the issue is on the performer's side.
Is it possible to create such a sla?
At the moment there is no pausing feature. However, there is an issue https://bitbucket.org/tuncaysenturk/jira-enhancer-plugin/issue/54/sla-count-to-be-paused-on-specified-statusrelated to your request, which will be implemented in the upcoming releases.
I'm reading that it was implemented in your plugin, but I cannot understand how to do it with the documentation. Can you explain me how it works ?
I would like to add excepted status to the sla's configuration, to avoid add time when it has loop in the workflow.
Thank you in advance for your answer,