First response SLA

Question

I want to create an automation as follows in jira services

When the incident is created, the ticket will be updated with automated acknowledgment comment. Comment Visibility ( Internal Only).

But once the comment has been updated the first response SLA should be achieved. We don't want that acknowledgment to be in public.

Could you explain to me how I can do it and the steps to follow.

Walter Buggenhout · Answer

Hi @Someshwaran and welcome to the Community!

It is possible that I don't understand you correctly. So to make sure: from what I understand, as soon as a ticket gets created, automation adds a comment to the ticket that is only visible internally and at that point, you would like the first response SLA timer to stop (it is at this point that I am not sure I understood correctly).

If my understanding is right, I don't see why you would even have that SLA in place? You could just stop the timer right away when the issue gets created, as no human has looked at the ticket yet to see it is complete, understandable and has all the information you need to start investigating or assigning it to the right people or team. And you also don't seem to communicate to the customer that you received the ticket in good order. So he/she doesn't have any notification of that fact and it would be a bit weird to claim you have met any SLA/SLO at all at that point in the process.

If my understanding is wrong, then @Manoj Kumar Gangwar's suggestion is definitely the one to go with, but that would indeed at least include a (public) notification towards the customer. If you don't plan on doing that, you could just as well not measure this SLA. Because of the automation, you will always be 100% successful, but without delivering any value to the customer.

Hope this helps!

Manoj Kumar Gangwar · Answer

Hi @Someshwaran ,

Here's our "Time to First Response" SLA:

Begin counting time when: Issue Created
Time is not counted during: <blank>
Finish counting time when: Comment: For Customers

When we create a ticket internally, I attempt to comment to stop the first response timer. The comment is entered and I click the button "Share with customer" instead of "Comment internally". The SLA timer should stop for this case.