Time To First Response SLA not stopping on Comment: For Customer.

[Jonathan Bradd]

We upgraded to 8.6.1 recently and since that update our Time to First Response SLA has been broken. It doesn't seem to be recognising Comment: For Customer events at all. Our SLA is relatively straightforward:

The SLA stops correctly when the issue is closed or is transitioned to any other state, however public comments are not working at all.

Some things I have tried already:

- recalculating the SLA

- recreating the SLA

- Checking plugins are up-to-date and performing a project re-index

- Performing a full JIRA re-index

I have seen that some people are having issues with customer comments for service desk agents tied to the same organisations as the customer, however we do not use organisations at all in our solution (I have also experimented with creating dummy organisations to test and rule this out also)

I am a bit stumped, anyone else having any similar issues? I have also upgraded to 8.7 on our test environment and the issue still persists.

[Jonathan Bradd · Accepted solution]

Looks like there's a bug in 8.6.1 and 8.7 https://jira.atlassian.com/browse/JSDSERVER-6701

I upgraded to 8.7.1 on our test environment and this appears to have resolved the issue.