Is there a way to count tickets where the Reporter = Assignee and for their responses to count as no

Question

Hello Jira Community,

I was hoping to get some suggestions or ideas on how to deal with First Response Time SLAs for tickets where the Reporter is also the Asigness and leaving a comment.

For context, our agents will sometimes submit a ticket to track their work and will update the ticket with their notes for reference or review.

We noticed when this happens, the First Response SLA does not count their response and the SLA ends up being breached.

Mohamed Benziane · Answer

Yes, you just have to have a the assignee:from unassigned condition and when an issue go to unassigned to assigned the sla will be met.

Ken Obsequio · Answer

Hi Mohamed

Thanks for the reply!

Can you go more into detail on the "Assignee"

Example:

If the ticket goes from "Unassigned" to and Agent.

The SLA will be met?

What we're trying to capture is the First Response Time, I wonder if those will be related

Mohamed Benziane · Answer

Hi,

Welcome to the community

The easiest solution will be to add a condition to the SLA like assignee change or issue entered a status