Adding a 'Comment: For Customers' does not stop the Response SLA Clock

[Darren Wedgwood]

I have configured my Response SLA to have 3 conditions to stop the clock (or Finish Counting as Jira calls it)...

1. Comment: For Customers

2. Entered Status: Waiting for customer

3. Resolution: Set

Conditions 2 and 3 seem to work as expected, but adding a comment for customers does not stop the clock - what am I getting wrong here?

I know the comments are working as I can view the comment for customer (as a customer) in the portal... but the clock is still running.

Any ideas?

[Maura Swart · Accepted solution]

Darren,

In our setup, issues move to "Waiting for customer" when we "Reply to customer" so our SLA only needs to stop counting when the status changes to "Waiting for customer".  This has worked well for us.

Maura

[Darren Wedgwood]

Ah now thats a useful idea - thanks Maura. We can look to add some automation to force that status transition when a customer comment is added - thereby stopping the SLA clock based on the status transition rule - which I know already works.

Its a shame the simple addition of a comment doesn't work though as strictly speaking if the reply to the customer is only an acknowledgement message then we aren't really "waiting for the customer" as such, so its a bit of a false transition which we will often have to then transition back to "waiting for support".

[Jack Brickey]

Are you using the "reply to customer" or simply making a public comment? If the latter please try the former.

[Darren Wedgwood]

Thanks Jack - I am using the "Reply to customer" link to add the customer comment. The comment appears on the ticket as expected, the customer receives an email notification of the comment as expected, but I am getting zero impact on the SLA clock which just keeps running.