stopping the time until the first reply by a comment for customer

[Emilia KASPRZYK]

Hi

is there any possibility to set a time-out condition for the first response by an agent belonging to a specific user group?

why this way? I have my own agents and external also, sla I count only for the external ones and with the current setting every comment to the customer ends the counting of time to the first response

please say yes ;) there is a solution

[Marc - Devoteam]

Hi @Emilia KASPRZYK 

Sorry, but NO.

There is no option for this in an SLA as this is based on an action and not on who doing the action.

The only option I see is to add a specific SLA for the external agents, make sure the belong to group.

Then set the goal that the issue type is in (a,b,c) and assignee in group containing the external agents.

[Alina Kurinna _SaaSJet_]

Hi @Emilia KASPRZYK !

I recommend trying our SLA Time and Report add-on if you're open to using additional tools. We’ve recently introduced this feature to help you solve your problem.

The SLA Time and Report allows you to configure SLA conditions more flexibly, including starting, pausing, and stopping the SLA timer based on comments from agents or customers. This can help you overcome the limitations of Jira's standard settings.

To achieve this, you can configure the SLA so that the timer stops after the agent's first response. To do this, select the "Comment: For customers" field in the Pause condition. When an agent adds a public comment, the SLA timer will stop.

Here’s an example of how it looks in the configuration:

  

In addition, you’ll be able to effectively track and monitor SLA metrics in real-time and generate reports to analyze performance, identify trends, and optimize your team's workflow for better SLA compliance.

The documentation provides a straightforward guide on how to configure this rule. If you have any additional questions, feel free to reach out — I’ll be happy to help!

[Emilia KASPRZYK]

@Marc - Devoteam  thx, that is how i configured it now 

Then set the goal that the issue type is in (a,b,c) and assignee in group containing the external agents.

but if any of internal agents add a coment visible to customer do add more details for external agent it stops counting.

Thx, i try to rethink my approach and change it in other way.

[Marc - Devoteam]

Create 2 similar SLA, based on groups. One including the internal agents and one the external agents.

Add both SLA's to the same issues, and have similar goals, but based on groups as I mentioned.

This will differentiate which SLA will stop counting.