Pause time on issues while waiting for customer

[Richard Morgan]

Thinking about our SLA's, often they're out of whack because we're waiting on our customer or something else to of our control. Is there a way to pause the time while that sort of event is occurring?

[Gökçe Gürsel {Appfire} · Accepted solution]

Sure, just add the corresponding status to the pause SLA column. Here, you can refer to this documentation here: https://support.atlassian.com/jira-service-desk-cloud/docs/create-and-edit-sla-time-metrics/

[Richard Morgan]

LOL that was simple! Thank you. That'll teach me to try figuring it out for myself first!