SLA doesn't stop when comment is internal

Question

Hi,

After update Jira Service Desk to 3.15.3 i have big problem. I use JEMH Ad hoc notiffications to send information to customer about issue registration. Problem is that this message iss add ass a internal comment this commend should stop Time to first response, but after update Service Desk SLA doesn't stop.

Samrat Ghosh · Answer

I have the same problem

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Time-to-First-Response-SLA-not-stoping-when-Comment-is-posted/qaq-p/1426278#M55347

unknown · Answer

If the same problem occurs with a manual comment, I doubt that JEMH is the cause. If you are having problems when JEMH is not involved I recommend reaching out to Atlassian support :)

Tomasz Bryla · Answer

Hi @[deleted],

Yes, SLA doesn't stop even I add comment manually.