Automation for Jira

[cristiane borba]

I have created a rule where when a problem is created and the JQL is satisfacted, a commentary is add and is created 2 related issue. Ok.
Service Desk have a SLA rule where the time to first response stoped when a comentary is add by an agent.
In one of my rules that works ok, but in other rule no.
Any idea about how can I fix this?

That rule works:

That rule not works: 

[cristiane borba]

I resolved.

Thanks

[Deleted user]

Hey there Cristiane,

It depends a bit on the exact rules of the SLA condition itself. Can you post a screenshot of that? Some common issues can be:

• If the comment is added as "Internal"
• If the SLA rule has some condition around the user to created the comment or reported the issue (e.g. check if the Rule actor is in the right group)

You'll probably need to send through the details of your SLA configuration for us to help any more, if you don't want to post it publicly, you can raise the support case at https://codebarrel.atlassian.net/servicedesk/customer/portal/1

Cheers,

Mark C

[cristiane borba]

Hi Mark, thank you for your response.
My SLA rule is very simple, take a look:

The time to first response stop when a commentary is added to a customer.

In my automation rule the commentary is public, then this should work.