Automation for Jira stops Time to First Response SLA

[Viktor Lytvyn]

Hello!

Currently we are facing next problem in our organization.
We have two SLAs - Time to First Response and Time to Dispatch.
Both start when ticket is created, and first stops when comment for customer is added, and the second when request changes status.

The problem is, that we also have Automation rule to put comment on issue creation event in format "dear @User we're on it"

SLA counts this comment as "comment for customer" and stops SLA. In result timer stops before it counts anything and doesn't show real metrics for all requests we have this rule configured.

Is there any workaround to fix this behavior without add-ons? Couldn't find direct way to make SLA ignore Automation for Jira comments.

Thanks in advance for responds!

[Alina Kurinna _SaaSJet_]

Hi @Viktor Lytvyn !

I understand you’d prefer to solve this without additional apps. It's totally valid, and it's always good to explore native options first.

However, in case you're open to solutions for the future or want to compare possibilities, I wanted to share an alternative that might help avoid this issue altogether.

Our team developed an app called SLA Time and Report, which provides more flexibility in how SLAs are triggered, including fine-tuned control over what counts as a customer comment. For example, you can configure your SLA to react only to comments made by assignees or specific users/groups, so automation-generated messages won’t stop the SLA unless you explicitly allow them to.

With this app, you can:

• Set custom conditions to trigger/pause/stop SLAs based on user roles, comment types, or custom fields

• Avoid inaccurate SLA stops caused by automation

• Track SLA compliance in real-time with detailed analytics and charts

• Use it across complex setups like support teams, IT, or internal service desks

Just for consideration, it might save you headaches in the long run.
Let me know if you’d like to check it out or if we can help with a workaround.

P.S. If you want to stick to native Jira only, one possible idea is to avoid adding the initial comment via automation, and instead configure the assignee (or another real user) to add the first response manually, or simulate that with a delayed automation that’s not counted as a “customer comment.” It's a bit tricky, but worth testing.

Hope this helps!
Regards! 

[ashu patel]

Jira SLA Stops on Automation Comment

There’s no built-in way in Jira Service Management Cloud to make the SLA ignore comments added by Automation for Jira. The SLA will always treat the first public comment—regardless of actor—as the “first response.” As a workaround (without add-ons):

• Adjust your automation to leave an internal note instead of a customer comment, if you just want to log activity.

• Or, change the SLA’s “Comment for customer” trigger to require a manual agent comment (e.g., set SLA to stop only when a comment is made by a user with an agent role, not Automation).

• Alternatively, delay the automation or use it only for internal communication.

If you must post an automatic customer comment on creation but don’t want it to stop the SLA timer, Jira Cloud doesn’t provide a way to filter out automation comments from SLA triggers without a marketplace app. Manual agent comments are currently the only supported way to stop the SLA in line with your reporting needs.

[Viktor Lytvyn]

Hello Ashu!

Thanks for your response. 

Could you please provide more info on your second point?

"change the SLA’s “Comment for customer” trigger to require a manual agent comment"

Couldn't find such option in SLA configuration.

Best Regards,
Viktor