SLA stop condition "Comment: For Customers" doesn't stop the SLA when an agent adds a public comment (JSM Cloud)

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Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.

Note that this knowledge base article is specific to Jira Service Management Cloud.

If you are using Jira Service Management Server/Data Center, please refer to the article linked below instead:
SLA stop condition "Comment: For Customers" doesn't stop the SLA when an agent adds a public comment (JSM Server/DC)


Summary

You have an SLA configuration with the "Comment: For Customers" condition to stop the SLA from ticking. However, when the agent who is the ticket's assignee adds a comment, the SLA doesn't stop.

Environment

Jira Service Management Cloud 

Diagnosis

You notice that:

  • The SLA that is supposed to stop, keeps on ticking.
  • The status doesn't get transitioned from Waiting for support to Waiting for Customer.

Cause

Agents will be considered as Jira Service Management customers if they are any of the following:

  • The Reporter of the request
  • Part of the Request Participants
  • Member of an organization that is added in the Organizations field
  • Part of the Approvers field

Any public comments from the Agent will be considered as if it's a comment from a Jira Service Management customer. This is as per the design and it is not a bug.

Solution

Make sure the agent is not in any of the following:

  • The Reporter of the request
  • Part of the Request Participants field
  • Member of any organization the request is shared with via the Organizations field
  • Part of the Approvers field

The next time the agent adds a public comment, it should stop the SLA and transition the status properly. For SLAs that are already missed, you can recalculate them using one of the endpoints that end with /force from Missing or corrupted SLA data in Jira Service Management.



Last modified on Dec 26, 2023

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