SLA is not paused when we ack Opsgenie Alerts

Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.

Environment

JSM Cloud and Opsgenie

Summary

SLA is not paused when we ack Opsgenie Alerts.

Replication:

JSM cloud integration with the setting "Create and update issues with Opsgenie alerts that are created by other integrations"
Below you can see an alert is ACK'ED in Opsgenie
After ACK'ment opsgenie integration adds the public comment and the SLA does not stop.

The SLA goal should stop upon posting the public comment and fails to do so in this scenario. However, manual comments on the same ticket trigger the SLA goal correctly.

Cause

The reason why SLA does not stopped is because by default Time to first response SLA has setting "Finish counting time when..."

Comment: For Customer
Entered Status: Waiting for customer
Resolution: Set

(Auto-migrated image: description temporarily unavailable)

Here we don't have setting "Comment: By Customer".

When a ticket is created from an alert via OG integration its reporter is "System" user and when you acknowledge the alert same user "System" makes the comment in the ticket. Here, SLA didn't stop because the customer only made the comment and we don't have setting "Comment: By Customer" in SLA. Hence, it is an expected behaviour with current SLA settings.

Solution

In order to fix this you can have two workarounds:

Add the condition "Comment: By Customer" in the required SLA - "Finish counting time when..."
1. Eg:
  OR
Create an automation which changes the reporter from "System" to "someone-any user" in the ticket. Below I have created a sample automation rule in my test environment which changes the reporter from the system to myself.
1. Eg:

Note: In order to get the user id of "System"

- Goto any ticket created by Opsgenie where reporter is "System"
- Click on (...) and export in XML
- In XML tab, find reporter and you will get userid.