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Time to first response not stop

Aykan Inal

Hi everyone
this is my Time to first response n sla rule

but I think Only assigned to user Time to first response iscomplated
but Time to first response sla not stopped

my Time to first response n rule only "Ticket ccreated and assigne to user with in 2 hour"

please help to me

Accepted answers

Dave Mathijs

Hi @Aykan Inal At first sight, the SLA seems to be configured correctly.

Can you show a screenshot of an issue where a public comment was provided and the SLA 'Time to first response' was not stopped?

All comments

Dave Mathijs

Hi @Aykan Inal At first sight, the SLA seems to be configured correctly.

Can you show a screenshot of an issue where a public comment was provided and the SLA 'Time to first response' was not stopped?

Aykan Inal

hi @Dave Mathijs

customer created request
Time to first response SLA is start
It needs to be assigned to a person within 2 hours
SLA will be successful if assigned

I don't want them to write comments

only assigned or unassigned

Dave Mathijs

Then you should add a condition 'Assignee: Changed' to 'Finish counting time when ...'

Aykan Inal

my Time to first response problem is solved

Thanks @Dave Mathijs

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