Time to first response SLA doesn't stop when agent adds a comment to the ticket
Platform Notice: Cloud and Data Center - This article applies equally to both cloud and data center platforms.
Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
Learn why how to fix it when the default Time to first response SLA doesn't finish counting after an agent replies to the customer.
Solution
Time to first response SLA won't stop for customer comments
The Time to first response SLA does not stop when an agent adds a public comment if Jira considers that agent a customer of the request. The comment is then treated as a customer comment rather than an agent response.
An agent of the project is considered a customer of the request when they are also listed as any of the following:
Reporter
Request participant
A member of an Organization the ticket was shared with
Approver
If the agent is listed in any of these fields, Jira considers the agent’s comment to be a customer comment, so it will not stop the Time to first response SLA.
Fix the agent's role in the request
To ensure the agent's comment counts toward the SLA cycle, you need to remove the agent as a customer on the request. There are some ways to remove the agent as a customer.
Choose the option that matches how the agent became a customer of the request:
Agent listed in a customer-related field: Remove the agent from the applicable field.
Agent included through an Organization: If requests are shared with an Organization that includes the agent, consider removing the agent from that Organization.
Agent listed as a request participant: Use an automation rule to remove request participants.
If your team structure regularly has agents who are also members of customer-facing Organizations (for example, cross-functional teams), check for this role overlap when onboarding new agents or organizations, rather than only discovering it after an SLA breach is reported.
Recalculate the SLA
Remove the agent as a customer of the request.
Recalculate the SLA using the existing recalculation guidance.
Important
The agent must no longer be a customer of the request before the SLA is recalculated. Remove the agent from the customer-related field or relationship that causes Jira to treat them as a customer.
You can follow the steps in the article below to recalculate the SLA.
Recalculating the SLA after the agent is no longer a customer restarts the SLA cycle and takes the agent’s previously added comment into account.
Was this helpful?