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Time to first response not stopping

Mark Valentine_388v8r

I have checked previous requests, I cannot find an answer.

The Time to first response timer does not stop. I have it configured as default, it was working fine during the testing phase, however now it has simply stopped functioning as expected.

Start

Begin counting time when

Issue Created

Pause on (Optional)

Time is not counted during

Stop

Finish counting time when

Comment: For CustomersEntered Status: Done

Is there something I am missing? The calls are logged by customers, and answered to by service-desk users.

Accepted answers

Angélica Luz

Hi Mark,

Welcome to Atlassian Community!
The SLA configuration seems correct and the SLA should stop if the comment from an agent is public.
Is it happening on all the tickets?
Is it happening on other service desk project?
Was there any change on the SLA?
If when adding a comment for customer, the status also changes, can you please add on "Stop" the "Entered status: Waiting for customer" and check if it will stop?

Regards,
Angélica

All comments

Angélica Luz

Hi Mark,

Regards,
Angélica

Mark Valentine_388v8r

Hi Angelica

It is happening on all tickets yes. I only have the one project so I am unable to test an alternate one.

There have been no changes made to the SLA, it was functioning as expected last week.

I have added the Entered status: Waiting for customer", no luck the SLA still ticks away.

Angélica Luz

If an agent is commenting on the issue, the SLA should stop. It won't work, for example, if a customer comments because then it would be "Comment: By customer".
A customer on a ticket can be the reporter, participant and also part of an organization.
I'm giving you this explanation because there are cases where an agent is added to an organization and when this agent is the assignee of the ticket, even if they have a license and a role to work on the ticket, Jira will recognize them as customers.
Please, check on the project if there is an organization and confirm if the agents are not part of an organization.
Make sure that they are not also a participant on the ticket.

Mark Valentine_388v8r

Removing the agents from the organisation has resolved this issue!

Mark Newell_p2m2jj

This also doesn't work if the responder is listed in the Request Participants field which might be a bit of overkill.

Just sayin...

Patrick Stepkowski

Thanks for sharing this. I've had the issue with one of our tickets and was unable to explain why SLA didn't stop, now I know - definitely an overkill, IMO.

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