SLA stop condition "Comment: For Customers" doesn't stop the SLA when an agent adds a public comment (JSM Cloud)
プラットフォームについて: Cloud のみ - この記事は、 クラウド プラットフォームのアトラシアン製品にのみ適用されます。
Note that this knowledge base article is specific to Jira Service Management Cloud.
If you are using Jira Service Management Server/Data Center, please refer to the article linked below instead:
SLA stop condition "Comment: For Customers" doesn't stop the SLA when an agent adds a public comment (JSM Server/DC)
要約
You have an SLA configuration with the "Comment: For Customers" condition to stop the SLA from ticking. However, when the agent who is the ticket's assignee adds a comment, the SLA doesn't stop.
環境
Jira Service Management Cloud
診断
You notice that:
- The SLA that is supposed to stop, keeps on ticking.
- The status doesn't get transitioned from Waiting for support to Waiting for Customer.
原因
Agents will be considered as Jira Service Management customers if they are any of the following:
- The Reporter of the request
- Part of the Request Participants
- Member of an organization that is added in the Organizations field
- Part of the Approvers field
Any public comments from the Agent will be considered as if it's a comment from a Jira Service Management customer. This is as per the design and it is not a bug.
ソリューション
Make sure the agent is not in any of the following:
- The Reporter of the request
- Part of the Request Participants field
- Member of any organization the request is shared with via the Organizations field
- Part of the Approvers field
The next time the agent adds a public comment, it should stop the SLA and transition the status properly. For SLAs that are already missed, you can recalculate them using one of the endpoints that end with /force from Missing or corrupted SLA data in Jira Service Management.