SLA timers don’t pause while waiting for the customer
Stop the SLA clock while the ball is in the customer's court.
Time spent waiting on a customer shouldn’t count against your team. Here is how to pause SLAs reliably, including on custom statuses.
The symptom
A ticket moves to Waiting for customer and the resolution SLA keeps counting down. Breaches pile up even though the agent is blocked, and the numbers make the team look slow.
Why Jira Service Management behaves this way
Pausing an SLA on customer-wait relies on status-condition configuration that is fiddly to get right and frequently misses custom statuses, so the timer keeps running.
The manual workaround — and why it falls short
Admins hand-maintain SLA condition lists for every wait status across every project. One new custom status and the pause silently stops working again.
How Patcher fixes it
Patcher reliably pauses and resumes SLA timers around customer-wait statuses — including your custom ones — so your metrics reflect actual agent time.
Turn it on
- Install Patcher for Jira Service Management from the Atlassian Marketplace.
- Open Patcher › Patches from your Jira Service Management admin.
- Find SLA pause on customer wait in the list and switch it on.
- Scope it to the projects you choose, then save — the fix is live immediately.