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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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    • 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.

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

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              Unassigned Unassigned
              e33206e771b2 Freddie Joyce
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