SLA - Comment: For Customer does not work !!

Question

Hi dear Community,

unfortunately I'm looking an answer for this simple problem but there is not...

I checked also old posts, still nothing.

my SLA is very simple but "counter" does not stop.

when ticket creates, SLA starts to count and when I response to customer, it stops and our target is 24h.

and these are some examples.

Thanks for your help
Best Regards
Yigit.

Y. Oezl · Answer

Hello Yuliia,

Thank you for your answer. I checked our automation rules, but there is nothing about SLA or something like that.

I guess, it's a bug but I will contact with Atlassian Support.

Thanks for your help again.

Best Regards
Yigit.

Yuliia_Borivets__SaaSJet_ · Answer

Hi @Y_ Oezl

This could happen because of different reasons:

* Automation rules. If you are using Jira Automation, make sure that the SLA stop condition is not being interfered with by your automation rules.
* System limitations or bugs. Sometimes, the issue might be with the system itself.

You might need to dive deeper into your Jira configuration, or if you don't find the reason, you may need to open a ticket to get support from the Atlassian team.

Also, as an alternative solution, you may try to configure your SLA with the help of the add-on such as SLA Time and Report for Jira (developed by my team).