Time To First Response SLA not stopping on Comment: For Customer

[Jérémie Bartoli]

Hello,

I am facing an issue that I can't solve.

I setup SLA, TTFR (Time To First Response), right after a ticket is created by a customer.

It should stop as soon as an answer is made by one of our customer team. (Service Desh Team).

Here my rules

If I answer a ticket myself, timer doesn't stop.
If another collegue answer, it does stop.

Is it possible that it doesn't stop because I am a Jira administrator?

Is there any ways to check why I doesn't trigger my SLA rules?

[Christopher Yen · Accepted solution]

Hi @Jérémie Bartoli ,

Welcome to the community!

For the test tickets you've used were you the reporter or in the request participants field? If so Jira will treat you as a customer instead of an agent.

https://confluence.atlassian.com/jirakb/sla-stop-condition-comment-for-customers-doesn-t-stop-the-sla-when-an-agent-adds-a-public-comment-jsm-server-dc-1206563566.html

[Jérémie Bartoli]

Hello Christopher,

You are absolutely right!

I missed the part about the Request Participants field, and I was added to almost all requests. (and also, in this case, the request creator for tests purposes)

This should explain the issue, and solve it.

Thank you very much!