Contradicting SLA's

[Organisation Admin]

I have set up 2 SLA's, that are contradicting at a certain point.

I am trying to fix it, but doesn't work, hope someone can help me out.

Our Goal:

We want to track our first response to customer on new tickets. But we also want to track how fast we react when a customer places a comment on a ticket. Sometimes they have additional questions, ask for an update etc.

SLA 1: Time to first response. Start upon issue created, ends when we place a comment to customer.
Target is 5 days

SLA 2: React on customer comments. This starts when a customer places a comment,  and ends when we react with a comment to customer.
Target is 3 days

The problem
Sometimes, a customer creates an issue, and immediately places a comment with for example an extra attachment or a simple 'thanks, hope to hear soon'.
This results in both SLA running, while we actually only want to time to first response is running at this point.

What I tried to do:
In the Second SLA I set an extra targets which I hoped would exclude tickets that still have a running SLA 1.

Issues: "Time to first response" = running() Goal: no target (or I also tried it with a high amount of hours)


it doesn't work, and I don't know why. My assumption is that it doesn't work since the 'sla running' is not a fixed thing, it changes.

I hope somebody knows how to fix this! Or maybe I should create a different way of measuring  the response time on these open comments.