how do I stop the resolution time counting when the ticket is in Waiting for Customer status?

[Rodrigo Buch]

Hello

I'm using the Jira service management ITSM template, how do I stop the resolution time counting when the ticket is in Waiting for Customer status?

[Dan Breyen · Accepted solution]

@Rodrigo Buch in my SLA setup for 'Time to resolution' I have a 'Pause counting time during...' section.  I added a condition to that section when Status is 'Waiting for Customer'.

I can see the SLA paused when I'm viewing the Service Request.

[Rodrigo Buch]

Hi @Dan Breyen 

That's exactly what I needed, it worked!