Time to first response, ignore Automation for Jira replies?

Question

I have automation rules running to reply on tickets when they are opened, but this is looking to count as a 'first response' and messing up the data in our SLAs. We want to track when one of our team responds manually.

Is there a way to ignore comments from Automation for Jira when logging Time to first response? Or alternatively ignore comments made by a specific user?

Mikael Sandberg · Answer

You can do this by using smart values to compare when the request was created. Date and time smart values have a function for business days. So what you would do is get the created date and compare and see if it is within business hours or not, and if not send a notification to the customer.

Ben Greene_66ankl · Answer

Having had a look just now, I can't see a way to trigger a notification based on if it is not a business day / the weekend.

Nor can I see a way of triggering a notification based on if it is before / after a time of day when the client has commented.

Please let me know if I am just missing something here.

Ben Greene_66ankl · Answer

Ah I see. My answer for why I've not used customer notifications is I've not heard of them before. I'm relatively new to Jira.

I'll take a look at what I can find on them, but would they be suitable for notifying the customer about typical wait times / giving them links when opening a ticket?

Another part of the automation was to send custom replies based on the time the ticket / customer comment was made (if it was out of hours). Would this be possible with customer notifications too?