SLA time for the first response is not recording when resolving a ticket

Question

Hi There,

I need help with a business need that we have.  Please let me know if you have any feedback that you can provide so that we can display the resolved tickets in the SLA report.

Scenario:

* We create and assign a ticket which automatically goes to the Waiting for Support status.
* When the issue gets resolved, we update the ticket status to Resolved and resolution to Done status and update the ticket with a comment.

Issue:  Does not record the SLA time for the first response when there was no previous comment in the ticket.

For example, a ticket gets created and we resolve the ticket and it doesn't show up on any of the SLA reports.

Ivan Lima · Answer

I suggest adding the conditions "Comment: For Customers" and "Resolution: Set." Also, if your first status is Waiting for support upon issue creation, it will work differently than expected because you have it on your Finish counting time list. Does that make sense to you? If you're still unable to figure it out based on what I said, please share your workflow and your SLA, including start, pause, and finish.

Terri Yeago_e7dykg · Answer

Ivan, I have added Waiting for Support status to the Finish counting time when.... condition (see below).  Should I keep Done and remove all the others?  What is my next step?  Thank you!

Ivan Lima · Answer

Hi @Terri Yeago, look at the "Time to first response" SLA configuration, especially the "Finish counting time when," where you need to ensure it will stop when you set the ticket resolution, for example. You don't need to have a previous comment to get that working. Once you review that, you should be able to see the SLA report data, assuming you're reporting on the "Time to first response" SLA. After you troubleshoot that and still can't figure out why, please, share screenshots of your SLA configuration if you can so that we can better assist you here.

Cheers,
IL.