Time to First Response: Commenting doesn't stop timer

[andreas lärkfeldt]

Similar question:

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Time-to-First-Response-Commenting-doesn-t-stop-timer/qaq-p/746140

This is different in our solution:

The ticket is created by "me" as a admin. HOWEVER - we do set a customer as "REPORTER".

All other ticket(flow)s are working - so do anyone know what might cause this problem when adding REPORTER manually?

Thank you!

[Fabio Racobaldo _Herzum_]

Hi @andreas lärkfeldt ,

it depends from your SLA configuration. You need to set STOP clause with comment (by or for customer)

Hope this helps,

Fabio