Exclude Automation from Stopping the First Response SLA

[Dena Campasano]

I have an automation set up on assignment to let the reporter know who their issue was assigned to.
We have found this incredibly helpful for the reporter to have status pretty quickly and let them know that someone at least read their ticket.

The problem is, since this is a customer facing comment, it stops the clock on Time to First Response.  It really makes the SLA Time to Assignment, not Time to First Response, and seems a bit like cheating the system when I'm reporting on SLAs met.

Does anyone else have a similar situation, and how do you handle that?  Is assignment a valid clock stopper for most IT teams, and if not, is there a way to exclude this comment?  The comment is always by the same sender, Automation for Jira, so I'm thinking there has to be a creative way I can say First Response Met is not valid if comment is from them.

Thanks!

[Mark Segall · Accepted solution]

Hi @Dena Campasano - SLAs are really a custom thing in my experience that's different for each organization based upon their needs.  If I understand your situation, you only want Time To Assignment to be satisfied by the automation rule. 

One option could be to add a new "Assigned" status that signals the end of the Time To Assignment SLA and have automation transition the issue to that status.  Then the Time To First Response SLA can be triggered and have that satisfied by "Comment: For Customers".

[Dena Campasano]

Brilliant.  I actually don't have a Time to Assignment SLA in the system, but the way it's working, that's what our Time to First Response is really doing.
My workflows are shared across 7 department Service Desks so adding a new status may be tricky, but this definitely has me thinking of different ways to do this.

Thank you!