Time to first response SLA doesn't stop when agent adds a comment to the ticket
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Summary
Learn why how to fix it when the default Time to first response SLA doesn't finish counting after an agent replies to the customer.
Time to first response SLA won't stop for customer comments
This SLA will not stop if the agent posting the public comment is also a customer of the request. Any agent of the project who is also listed as:
- the Reporter
- Request participant
- a member of an Organization the ticket was shared with
- an Approver
is considered a customer of the request. If they add a comment to the request, Jira considers it a comment made by a customer, which won't stop the Time to first response SLA.
Fix the agent's role in the request
To ensure the agent's comment will count toward the SLA cycle, you need to remove the agent as a customer in the request. There are some ways to remove the agent as a customer, you can choose an option based on your use-case:
- Directly remove the agent from any fields (mentioned above) that will make Jira view them as a customer of the request.
- If all requests are shared with an organization that the agent is included, consider removing them from this organization. See Remove a customer from an organization.
You can also use an automation rule to remove request participants: How to add/update/remove Request Participants using Automation for Jira
Recalculate the SLA
When the agent is no longer a customer of the request, you can follow the steps in the article below to recalculate the SLA. This will restart the SLA cycle, ensuring that the comment already added by the agent is taken into account: