SLA - TIme to first response timer doesn't stop

[weijie.wu]

Version

Jira v8.7.0

JIRA Service Desk Application v4.7.0

SLA

Start: Issue Create

Pause on: 

Stop: Comment: For Customers

It seems that many ticket regarding customer created the ticket and user/agent comment falls in same organization will cause the timer to fail to recognize

In my situation, customer that created the ticket and first comment by agent is not in the same organization but timer still failed to stop.

Any advice or suggestion?

It only happen recently after a maintenance. Thanks. 

[weijie.wu]

Answer can be found in this thread: https://community.atlassian.com/t5/Jira-Service-Desk-questions/Time-To-First-Response-SLA-not-stopping-on-Comment-For-Customer/qaq-p/1298532