SLA violation and clearing on status backwards?

Question

I've set up an SLA to measure time since a Support Engineer last contacted a customer. (For the purposes of development, I've specified 1 hour on Priority 1 issues and 4 hours on other issues.) See below:

I tested by leaving a non-priority-1 issue uncommented for 4 hours. The SLA breach was triggered.

The SLA breach was NOT reset when I posted a customer-facing comment in the portal. However, the SLA breach WAS reset when the customer added a comment to the issue.

Am I making an obvious error here?

jonlasser · Answer

@Staten, Tyler I never got any further toward a solution, sorry!

Staten, Tyler · Answer

Did you ever find a solution to this? Your not crazy and to me within our organization it is very clear. I have the same need, a key stakeholder want to help prompt agents to communicate “comment to customer” with the customer every 24 hours. A reset in the sla counter would allow us to count down the hours for the agents nicely and prioritize their queue but I have not been able to find a way. We are on the cloud instance of JSD if anyone knows a solution please post.

jonlasser · Answer

Ah, that makes sense.

What I'm trying to accomplish feels straightforward to me. We don't want any tickets in a status of "Waiting for Support" and with no customer contact for more than 4 business hours. (Or 1 clock hour on P1 tickets... which is why we're hoping to use SLAs: so that we can have different calendars for different priority levels.)

To help enforce that, we want to see current SLA violations (of this SLA) in a queue--but if the last contact was from us, and we're currently waiting on the customer, there is no current SLA violation.  I can certainly add another condition to the queue of Status being Waiting on Support, but it would be nice to have a simple, purely SLA-based rule.