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Automatic Answer has stoped the counter

Douglas Souza_qzvmea

Hi!

I would like to do automation for sending automatic message when the new ticket is created. Although, we have a SLA called "First Time Response", and it's configured to stop the counter when the ticket entered in Waiting for Customer (which is when we answer the ticket).

So, is there any way I can do automation and not stop the counter?

For exemplo: If the answer's Automation for Jira it's not count

Accepted answers

Mikael Sandberg

Hi @Douglas Souza,

Welcome to Atlassian Community!

You should be able to to change the automation that moves the request to Waiting for Customer so that it would not do that if the user is not an agent. You can find that automation under Legacy automation.

All comments

Mikael Sandberg

Hi @Douglas Souza,

Welcome to Atlassian Community!

Douglas Souza_qzvmea

Hi @Mikael Sandberg

First of all, thank you for your help!

I gonna put here, how my workflow, SLA and automation are set.

Workflow: After the ticket is created it receive the status waiting for support Screen Shot 2021-10-01 at 17.41.41.png

So, after the created by ticket the SLA "First Time Response" start the counter

Screen Shot 2021-10-01 at 17.33.49.png

Automation is to send a message for customers talking about our deadline to resolve. Although, when this happened the SLA stoped, because there is a condition in its set.

Finish counting time when:
Entered Status: Waiting for customer

Screen Shot 2021-10-01 at 17.34.28.png

It would need to understand that when this is automation message it doesn't change the status

Mikael Sandberg

If you click on Legacy automation, do you see these two rules?

Screen Shot 2021-10-01 at 2.41.39 PM.png

The "Comment updates reply status" is the one that changes the status when a reply is added to the request, including replies from automations. You can modify this automation to only have it run when the reply is done by an agent for example
Screen Shot 2021-10-01 at 2.44.59 PM.png

Douglas Souza_qzvmea

Yes I do.

But the "Comment updates reply status" is set as "User Type: Agent".

Screen Shot 2021-10-04 at 11.08.29.png

So, in this case it's considering that "Automation for Jira" is agent. Because when it sends message it signed by Automation for Jira

Screen Shot 2021-10-04 at 11.13.51.png

Is there how change this?

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