SLA doesn't stop when comment is internal

[Tomasz Bryla]

Hi,

After update Jira Service Desk to 3.15.3 i have big problem. I use JEMH Ad hoc notiffications to send information to customer about issue registration. Problem is that this message iss add ass a internal comment this commend should stop Time to first response, but after update Service Desk SLA doesn't stop.

[Deleted user]

Hi Tomasz,

Reece from The Plugin People here (JEMH Vendor),

Does Jira Service Desk have the same behaviour if you manually create an internal comment, without any JEMH involvement?

If the problem is specific to JEMH created comments, we'll happily investigate that further.

If the problem is JEMH specific, please contact us directly via our support portal: The Plugin People Support

Kind regards,

Reece

[Tomasz Bryla]

Hi @[deleted],

Yes, SLA doesn't stop even I add comment manually.

[Deleted user]

If the same problem occurs with a manual comment, I doubt that JEMH is the cause. If you are having problems when JEMH is not involved I recommend reaching out to Atlassian support :)

[Samrat Ghosh]

I have the same problem 

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Time-to-First-Response-SLA-not-stoping-when-Comment-is-posted/qaq-p/1426278#M55347