JSD: "first response" SLA stopped by "issue-created auto-reply"

Question

How to send an automated comment, at issue creation, without impacting SLAs?

Automation sends an "issue-created auto-reply" comment to provide "self-service" information to the customer while they wait for a human. But that automated comment stops the "Time to first response" SLA, which makes the SLA useless since all tickets will have immediately met their SLA.

Gökçe Gürsel {Appfire} · Answer

Hi @Sean Roberts ,

You can do this by adding a script in the create transition. You can use Script Runner to add a custom script as a post function and add a comment.

Adaptavist Library has an example: https://library.adaptavist.com/entity/add-comment-to-an-issue-in-a-post-function

I've done some teats and adding the comment in the create transition as a PF doesn't interfere with with the SLAs.

Please let me know if you have further questions.

Cheers,

Gökçe

Simmo_9kntn7 · Answer

So you wanted to do this via a comment then? Not email or anything?

Sean Roberts_sb4uyo · Answer

Communicate information to the customer, along with anyone CC/Participants. There is the Email option, but most of our users do not check their emails regularly enough for it to be useful.