The SLA is not getting stopped | Time to first response

Ayush_6n4yo0

Hi,

In my workflow, I have added that whenever an issue is created then it goes to "Waiting for support" status. And I have modified the SLA such that when an issue is created the sla should begin and when it enters waiting for support status, the sla should stop. But, the SLA is not getting stopped.

 

Attached is the SLA data for your ref. 

Jack Brickey

The way you have this configured seems flawed in that the first status is Waiting for support and you want it to stop on this same status. So it starts on create but in effect it is actually starting right after it gets into that status so it misses the status transition I think.

Typically Time to first response looks something like this...

 

First response is just that the first response which is typically a comment to the customer or the resolution itself.