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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.

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

            Charlie Marriott added a comment -
            Atlassian Update – 6 July 2021

            Hi,

            Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.

            This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).

            We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.

            To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.

            Regards,

            Charlie

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 6 July 2021 Hi, Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request. This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers). We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here , and how we prioritise what to implement here . To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues , and current work and future plans . Regards, Charlie Jira Service Management, Server & Data Center

            Firas Amer added a comment -

            I have the same issue in Jira Cloud. I need to stop the first time to response clock ticking if the customer was first contacted outside of the service desk. 

            Firas Amer added a comment - I have the same issue in Jira Cloud. I need to stop the first time to response clock ticking if the customer was first contacted outside of the service desk. 

              Unassigned Unassigned
              e33206e771b2 Freddie Joyce
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                Created:
                Updated:
                Resolved: