First response SLA issue

Question

We are facing issue with some tickets on First Response SLA. In our project, we set the response SLA for medium is 8Hrs and for High is 30minutes.
Ticket got created with medium priority at "October 6, 2023 at 11:00 AM" and it got updated by automation to high priority based on the Impact value at "October 6, 2023 at 11:01 AM". Our Team member checked the ticket at "October 6, 2023 at 11:57 AM" and changed the priority as Lowest by following the attached steps. But SLA was not updated for lowest priority, it was calculated for highest priority and showing the ticket as SLA breached.

Please help me to understand why the response SLA not updated for lowest priority.
And also wants to know when/what
 the Response SLA calculation stops for the ticket.

Tom Lister_fo1j4e · Answer

Hi

Your SLA config will set the conditions. You'll need to configure them to match the actions on your system e.g. Entered Status: Impact Validation or whatever is suitable.

The options are limited to assignee, comment, due date, and resolution plus the available workflow statuses.

Thivyabrabha Ganesan · Answer

ok. Can you please tell me when the SLA calculation is getting stopped for a ticket?
For example, i have created a ticket with high priority and updated all the values,then SLA First response would be checked and marked as validated.After 10minutes, when we are updating the priority to medium for the same ticket, Will the First SLA response time would be recalculated and updated?

Tom Lister_fo1j4e · Answer

Hi @Thivyabrabha Ganesan

The SLA's do not respond to changes in the issue data.

Time to First Response is usually configured to start on issue creation. At that point the SLA run parameters config is generated based the current issue values.

Once set up it will run against those parameters.

There are other available conditions for starting and pausing an SLA but the only issue data it responds to is assignee, comment, due date, and resolution.