Comment: For Customers SLA condition not working as expected

[alex_webber]

Hi,

We use a separate platform on top of Jira to respond to our customers but have noticed that this particular SLA condition is only satisfied when the ticket's reporter responds - this is the wrong way around than intended. Instead we want the agent's comment/response going out to the ticket's reporter to satisfy the SLA condition.

How can the latter be achieved here?

[Joseph Chung Yin]

@alex_webber -

Can you clarify "use a separte platform on top of Jira to respond to our customer" process?  Need to understand a bit more, so we can assist you further.

Best, Joseph Chung Yin 

[alex_webber]

@Joseph Chung Yin we use our own product to handle/write responses, however, these are still piped through Jira and logged as comments FWIW.

[Joseph Chung Yin]

@alex_webber -

Thanks for your updates.  When your custom process adds comments to the customer's issues, are those comments added as "Shared with Customers" opton in the issue?  This means that those comments are visible in the portal when customers access his/her issues.

Lastly, who is tagged as the sender of the comments?

Best, Joseph

[alex_webber]

Hi Joseph,

Re. When your custom process adds comments to the customer's issues, are those comments added as "Shared with Customers" opton in the issue? 

Where can we tell if this option is selected?

Re. who is tagged as the sender of the comments?

Eliza Wiraatmadja - Gladly on Gladly JIRA Integration

[Duc Thang TRAN]

Hello @alex_webber 

Can you share you setting of SLA ?

[alex_webber]

@Duc Duc 

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[Duc Thang TRAN]

Hello @alex_webber 

In the past, I had an issue with this condition "Comment for Customer" on Data Center. I don't know if it is applicable on Cloud:

When an agent (the same as the reporter or is in the request participant list)  makes a comment, the SLA won't stop.

is it the same case for you ? 

[alex_webber]

I guess I'm confused if Customer implies the Reporter or the Agent in this instance and why there isn't an option for Assignee comments, for example.

As it stands with Comment: For Customers added as a condition to satisfy the SLA it seems that this implies the reporter - which makes 0 sense from a support response stand point.