Time to First Response SLA's working wrong

Question

My time to First Response SLA times have been working fine so far. Despite making any configuration changes, my time to first response times do not stop where they should. This situation also affected the old tickets and they all seem to breached their SLA goals. As you can see It happened only on time to first response goals.

I closed all automations to make sure they r not effecting the SLA's but nothings change.

Ali KURT_8z0t0e · Answer

Hi @Ashish Bijlwan

Im configurate the SLA's based on status workflows, i checked it but i think it is not related with this issue. Because i have another project which is exactly same, there is no problem on that project. Also some tickets are not effected. (%50).

There is one thing, all the tickets on this project are moved from another service desk project. But both projects have same workflows. Maybe this is related with the problem idk.

Thank you!

Ashish Bijlwan_zogaqs · Answer

Hi @Ali KURT

Please check if the Commenter of the ticket is the Reporter of the ticket as well, if that is the case then you need to add one more condition to stop the Time to first response SLA, i.e., Comment: By Customer.

For more info, kindly refer: https://community.atlassian.com/t5/Jira-Service-Management/Time-to-first-response-not-stopping/qaq-p/1156888

Thank you,
Ashish