SLA may work incorrectly when reporter = assignee?

Hello, 

At the bottom of the atlassian service desk documentation https://confluence.atlassian.com/servicedeskserver034/setting-up-slas-875313849.html

there is the following statement:

"SLA usage notes:

Having the same user assigned to both the reporter and assignee roles may cause your SLA to work incorrectly."

 

Does these mean we should never use SLA with reporter = assignee? Does somebody know the exact problem?

 

Thank You.

Michael

 

 

 

 

 

1 answer

0 votes
Rian Spivak Community Champion Nov 03, 2017

I believe the indication is that if you have an issue with a SLA and that issue has the reporter and assignee as the same user, it can cause the SLA calculation to act in a manner that is unusual.

This is just because JIRA doesn't know in what role the user is acting when updating an issue. As an example, if the user comments on an issue, is the user acting in the role of the assignee or as the reporter. So if an SLA stops when an agent responds and a new SLA is started when the reporter comments, in this situation whenever this user comments on an issue, it may consider the SLA met, or start a new SLA for an agent to contact the reporter. It may depend on when the events fire within the system as to which of the two will happen.

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