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Time to first response not stop

Edited

Hi everyone 
this is my  Time to first response n sla rule 

but I  think Only assigned to user Time to first response  iscomplated
but  Time to first response sla not stopped

my Time to first response n rule only "Ticket ccreated  and assigne  to user with in 2 hour" 

 

please help to me


sla1.png

1 answer

1 accepted

0 votes
Answer accepted
Dave Mathijs Community Leader Jan 05, 2023

Hi @Aykan Inal At first sight, the SLA seems to be configured correctly.

Can you show a screenshot of an issue where a public comment was provided and the SLA 'Time to first response' was not stopped?

hi @Dave Mathijs 

customer created request
Time to first response SLA is start
It needs to be assigned to a person within 2 hours
SLA will be successful if assigned

I don't want them to write comments

 

only assigned or unassigned  

Dave Mathijs Community Leader Jan 05, 2023

Then you should add a condition 'Assignee: Changed' to 'Finish counting time when ...'

hi

my  Time to first response  problem is solved

Thanks @Dave Mathijs

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