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  1. Jira Service Management Data Center
  2. JSDSERVER-5172

Allow SLAs to be manually paused or marked complete

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    • Icon: Suggestion Suggestion
    • Resolution: Low Engagement
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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      There are instances where the agent should be able to manually pause/complete an SLA - this should be possible by adding buttons to the SLA timer widget (much like Salesforce has).

      The use case for this functionality is where an agent calls a user for further information or has a face-to-face conversation, which counts as a "First Response", but where it is not appropriate to transition the issue to another status.

          Form Name

            [JSDSERVER-5172] Allow SLAs to be manually paused or marked complete

            Charlie Marriott made changes -
            Resolution New: Low Engagement [ 10300 ]
            Status Original: Gathering Interest [ 11772 ] New: Closed [ 6 ]
            SET Analytics Bot made changes -
            UIS Original: 0 New: 1
            SET Analytics Bot made changes -
            UIS Original: 1 New: 0
            SET Analytics Bot made changes -
            UIS Original: 2 New: 1
            SET Analytics Bot made changes -
            UIS New: 2
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3011931 ] New: JAC Suggestion Workflow 3 [ 3650654 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2665479 ] New: JAC Suggestion Workflow [ 3011931 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2322327 ] New: Confluence Workflow - Public Facing v4 [ 2665479 ]
            Status Original: Open [ 1 ] New: Gathering Interest [ 11772 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2307959 ] New: JSD Suggestion Workflow - TEMP [ 2322327 ]
            Freddie Joyce created issue -

              Unassigned Unassigned
              e33206e771b2 Freddie Joyce
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                Created:
                Updated:
                Resolved: