"Time to first response" SLA not working
The "Time to first response" SLA is not working, When I make a comment on a newly opened ticket it does not stop the timer. I set it up correctly (see screenshot) but it still fails.
1 answer
Jan Anderson
Contributor
We are randomly having this same issue. Does the comment "have" to come from the Assignee and/or does the Reporter have to be @mentioned? We have two tickets where someone other than the Assignee commented back to the client and the timer is still running even though the reporter later (after the first person) commented back to the client.
Jan Anderson
Contributor
Here are the pics from the second issue where timer did not stop and is STILL running.
This pic shows Created date and comment activity:
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.