Service desk api - Adding attachment to customer request triggers first response.

[Martynas Barauskas]

Hello,

So as mentioned in the title - Adding attachment to customer request triggers first response. 
As much as i've read the proper way of adding attachments to a customer request is to upload the files to the service desk using '/attachTemporaryFile' endpoint. And then add the attachments by their ids to the issue using 'request/{issueId}/attachment' . 
And as it seems the attachments are added as comments by the service desk api user, which seems to trigger the 'First response' SLA flag.
I've even tried passing in the attachment id's with the create customer request endpoint - 'request' as the 'attachment' field in the 'requestFieldValues' of the request body. The attachments do get added, but yet again they're added as comments by the service desk api user and not added as attachments by the customer, even though i do use the customers id for 'raiseOnBehalfOf' field. 
Is there another way of adding attachments to customer request using the service desk api? One where the attachments would be added on behalf of the customer so it wouldn't trigger the 'First response' SLA ? Or maybe there's a way to update this SLA field via service desk api as a workaround?

For clarity here's what place i'm talking about when reffering to the 'First response' - https://ibb.co/ZMQVT7g 

[Angélica Luz · Accepted solution]

Hello @Martynas Barauskas,

Welcome to the Atlassian Community!

When it comes to creating tickets via API or the portal, the attachment is added as a comment because that’s the only way for making the attachment visible in the customer portal.

Also, when creating tickets on behalf of the customer, it will show as the agent has added the attachment and not the customer, so it will recognize as “Comment: For Customers” and the SLA will pause/stop.

This issue is a known bug:

• Time to first response SLA stops ticking when reporter is updated and/or if the ticket contains attachment

Please, click on “This affects my team” and also watch it to receive future updates from our developers.

Currently, there is no workaround for that.

Kind regards,
Angélica