Should be a simple solution, here's our "Time to First Response" SLA:
Begin counting time when: Issue Created
Time is not counted during: <blank>
Finish counting time when: Comment: For Customers
When we create a ticket internally, I attempt to comment to stop the first response timer. The comment is entered and I click the button "Share with customer" instead of "Comment internally". However, the SLA timer continues to run and doesn't stop for this case. Other SLA timers work properly (Time until resolution, etc.) but this does not.
Looking for some help.
@Brenden_Smerbeck, this should work. In fact I did a quick test and while i'm not 100% sure just yet it appears I reproduced the condition you are seeing. So, i'm going to take another look in a bit when i'm free. I do know that a couple weeks back JSD was experiencing issues w/ occasional SLAs not stopping when they should but this scenario is different and they fixed the previous issue. In the end if it is a bug we will want to raise to support.
It's a shame, but I'll just have to make a dummy customer account whenever I make an internal ticket. We use our Service Desk to track most of our work and it's not always raised by a customer. Oh well! Food for thought in later updates! I'll definitely mark it as answered so people can find it.
I came up with a workaround for this. You can configure the SLA to be disabled for all Service Desk Agents.
This means you lose the "Time to First Response" on any requests created by any of the agents, but this is better than having the SLA stats messed up.
The workaround is to edit the SLA and add a new goal with this JQL:
reporter in membersOf("jira-servicedesk-users")
Leave the Goal field blank and Calendar as 24/7.
This will mean all requests created by members of the `jira-servicedesk-users` group will not have this SLA applied.
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