Similar question:
https://community.atlassian.com/t5/Jira-Service-Desk-questions/Time-to-First-Response-Commenting-doesn-t-stop-timer/qaq-p/746140
This is different in our solution:
The ticket is created by "me" as a admin. HOWEVER - we do set a customer as "REPORTER".
All other ticket(flow)s are working - so do anyone know what might cause this problem when adding REPORTER manually?
Thank you!
Hi @andreas lärkfeldt ,
it depends from your SLA configuration. You need to set STOP clause with comment (by or for customer)
Hope this helps,
Fabio
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