Anyone having issues with one user's actions not updating SLAs, when all other users do?

[Paul Neat]

We have 1 user in our organization when he updates a ticket, the SLA is not acknowledging or giving him credit for having touched the ticket . The SLA continues to count as not having been met. All other users are working as expected. As anyone else experience this?

[Jack Brickey]

Hi Paul,

Can you please provide a screenshot of your SLA details. Is there anything in there that would exclude this one user? What is unique about this user?

[Paul Neat]

Hi Jack,

Thanks for your help. Here is a screenshot of our Time to First Response SLA, which seems to be the problem. I have validated the user is set up as our other users are.

Thanks,

Paul

[Jack Brickey]

I see that the SLA finishes counting when the comment is for customers or statuses waiting for customer or the resolution set. Now I'm assuming based on your original post that the SLA is not stopping for this user. Is that correct? If So then which of the three actions is this user taking that is not registering? Finally is this user in the service desk team role, I.e. they are an agent in the project.

[Paul Neat]

Correct, the SLA is not stopping with this user. The action is “Reply to Email” via an automation rule - see attached image. The user is in the jira-servicedesk-users group and is set as a basic role, as are the other users.

Thanks again for your help!

Paul

[Jack Brickey]

What if the user manually replies to customer? In other words is this issue limited to the automation?

[Paul Neat]

I believe we have figured it out. He was set up as a user on our customer portal. Once we removed that user instance the SLA worked in a test. Thank you for your quick responses and help!

Paul

[Jack Brickey]

Ah yes! That would do it. Having an agent listed as a customer too will cause lots of issues.