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How do I implement / fix my Time to First Response SLA?

Edward Yarian

Hello,

I have an SLA setup for Time to First Response. It applies to tickets properly, however, when an agent replies to a customer, it isn't stopping the timer. The finish criteria is "Comment: For Customers"

Does anyone have any advice or insight they can give me on how to implement this properly, or did I run into a bug? I believe this worked in the past, but it doesn't appear to be now.

Accepted answers

Edward Yarian

Update: I reviewed past forum posts relating to this and it appears to have something to do with my agents being added to the same organization the ticket is associated with. It looks like Jira considers you a customer if you are in the same organization as the ticket.

All comments

Edward Yarian

Justin Racklin

Yeah, if you are a reporter or request participant on a ticket in which you are also the assignee, it doesn't trigger the SLA timers. It's annoying, but as a workaround, you either have some one else post for you, or remove your name from the reporter and request participant fields and then put them back afterwards.

Josh

“Comment: For Customers” only completes when the comment is public / customer-visible. Internal comments, workflow transitions that add an internal note, or replies that stay in the agent-only thread will leave Time to First Response running.

Checklist:

Have an agent post a reply that the customer can see on the portal (or email the customer from the ticket) — confirm in the issue that the comment is not marked internal.
In the SLA configuration, confirm the finish condition is still Entered status / Comment: For customers as you intend, and that you did not accidentally add a stricter JQL condition on the goal.
Check the SLA panel on a sample ticket: does it show “ongoing” with the last event? The audit on the SLA metric often shows why it did not stop.
If agents reply only via a linked chat channel that does not create a customer comment, TTFR will not stop — you need a real customer comment or a status change that matches a finish condition.

If public comments still do not stop it, note project type (company vs team-managed) and whether this started after a specific change — that helps Support reproduce.

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