Time to first response SLA not stopping when an agent adds a comment to the ticket
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Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
When creating a new Jira Service Management project, by default, it will have a Time to first response SLA with the following conditions:
Start counting time when…
Issue Created
Finish counting time when…
Comment: For Customers
Resolution: Set
There are some cases where this SLA won’t stop when an agent or administrator adds a comment for customers.
Cause
The Assignee or the agent/administrator who added a comment is also listed as the Reporter, or Request participant, or is a member of an Organization the ticket was shared with, or an Approver, therefore, they are also in a role of a Customer on the ticket.
The SLA won’t consider the Comment: For Customers as true when a Customer adds a comment to a Customer, so the SLA won’t stop if the agent or administrator is a Reporter, Request participant, Approver, or Member of an Organization that is listed on the ticket.
Solution
1. Go to the Customers' page and by accessing each Organization, make sure that no Agent or Administrator is listed there and if so, remove them.
2. On the affected ticket, confirm and remove the Agent or Administrator from the Reporter, Request Participants, or Approver field.
You can also use an Automation rule to remove Request participants:
3. After reviewing these details, you may use the steps of the documentation below to recalculate the SLA for it to consider the time the Agent/Administrator posted the first reply: