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.
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: https://library.adaptavist.com/entity/add-comment-to-an-issue-in-a-post-function
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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