SLA clock not stopping after first response

Jai Vijay

Begin counting time when: Issue Created
Time is not counted during: <blank>
Finish counting time when: Comment: For Customers

When we create a ticket, I attempt to comment to stop the first response timer. The comment is entered and I click the button "Share with customer". However, the SLA timer continues to run and doesn't stop for this case. 

Max Foerster - K15t

Hi Jai,

are you maybe affected by this known bug? JSDSERVER-5680 The condition "Comment:For Customers" in an SLA configuration is not verified when an agent is part of the same organization as the customer

Best, Max