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JSD: "first response" SLA stopped by "issue-created auto-reply"

How to send an automated comment, at issue creation, without impacting SLAs?

Automation sends an "issue-created auto-reply" comment to provide "self-service" information to the customer while they wait for a human. But that automated comment stops the "Time to first response" SLA, which makes the SLA useless since all tickets will have immediately met their SLA.

2 answers

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Simeon Ross Atlassian Team Dec 13, 2020

Hi @Sean Roberts

Are you wanting to just communicate some information to the customer or does it need to be a comment?



Communicate information to the customer, along with anyone CC/Participants. There is the Email option, but most of our users do not check their emails regularly enough for it to be useful.

Simeon Ross Atlassian Team Dec 17, 2020

So you wanted to do this via a comment then? Not email or anything?

Hi @Sean Roberts ,

You can do this by adding a script in the create transition. You can use Script Runner to add a custom script as a post function and add a comment.

Adaptavist Library has an example:

I've done some teats and adding the comment in the create transition as a PF doesn't interfere with with the SLAs.

Please let me know if you have further questions.



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