Time to first response not stopping

[Mark Valentine]

I have checked previous requests, I cannot find an answer.

The Time to first response timer does not stop. I have it configured as default, it was working fine during the testing phase, however now it has simply stopped functioning as expected. 

Start

Begin counting time when

Issue Created

Pause on (Optional)

Time is not counted during

Stop

Finish counting time when

Comment: For CustomersEntered Status: Done

Is there something I am missing? The calls are logged by customers, and answered to by service-desk users.

[Angélica Luz · Accepted solution]

Hi Mark,

Welcome to Atlassian Community!
The SLA configuration seems correct and the SLA should stop if the comment from an agent is public.
Is it happening on all the tickets?
Is it happening on other service desk project?
Was there any change on the SLA?
If when adding a comment for customer, the status also changes, can you please add on "Stop" the "Entered status: Waiting for customer" and check if it will stop?

Regards,
Angélica

[Mark Valentine]

Hi Angelica

It is happening on all tickets yes. I only have the one project so I am unable to test an alternate one. 

There have been no changes made to the SLA, it was functioning as expected last week.

I have added the Entered status: Waiting for customer", no luck the SLA still ticks away. :/

[Angélica Luz]

If an agent is commenting on the issue, the SLA should stop. It won't work, for example, if a customer comments because then it would be "Comment: By customer".
A customer on a ticket can be the reporter, participant and also part of an organization.
I'm giving you this explanation because there are cases where an agent is added to an organization and when this agent is the assignee of the ticket, even if they have a license and a role to work on the ticket, Jira will recognize them as customers.
Please, check on the project if there is an organization and confirm if the agents are not part of an organization.
Make sure that they are not also a participant on the ticket.

[Mark Valentine]

Removing the agents from the organisation has resolved this issue!

[Izabella Cikalova]

Hi, 

We have the same issue - Time to first response not stopping when Reporter and assignee are one and the same person, when reporter and assignee are within one and the same organisation (for all our internal tickets). Is there any other solution for this, because we need to keep agents within the organisation.

[Mark Newell]

This also doesn't work if the responder is listed in the Request Participants field which might be a bit of overkill.

Just sayin...

[Patrick Stepkowski]

Thanks for sharing this. I've had the issue with one of our tickets and was unable to explain why SLA didn't stop, now I know - definitely an overkill, IMO.