SLA for First time to response does not stop for self raised ticket

Adil Parmar

I have raised a ticket in JSM but it is not raised on behalf of any customer.

The SLA - First time to response does not stop even after commenting and tagging myself on the ticket.

How does the SLA work in such conditions?

Do I have to raise tickets on behalf of a customer every time?

Rilwan Ahmed

Hi @Adil Parmar ,

Go to project settings --> SLAs and check the Pause (Pause counting time during) and Stop (Finish counting time when) conditions for the said SLA.

If the conditions are matching, then the SLA should pause / Stop. 

Please share the screenshot of the condition for further analysis