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  1. Jira Service Management Data Center
  2. JSDSERVER-2376

When agent comment at issue created by himself , SLA didn't stop as per configured in "Time to Resolution"

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Details

    • Bug
    • Resolution: Answered
    • Low
    • None
    • 2.5.8
    • Automation, SLA

    Description

      Summary

      SLA didn't stop when the agent make a Comment:For Customer at issue under their own name . Meaning the agent is the Reporter of the issue .

      Steps to Reproduce

      1. Configured Time to Resolution have Comment:For Customers and Entered Status:Waiting For Customer at Stop
      2. As a agent , create a issue .
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      3. Comment the issue . The SLA didn't stop. Which is incorrect behaviour.

      4. Click Transition Response to Customer . The SLA stop.

        Expected Results

      When agent entered a comment to the issue , eventhough he is the reporter of the issue , the SLA should stops.

      Actual Results

      SLA didn't stop when entered a comment to the issue that raised by himself.

      Attachments

        Issue Links

          has a derivative of

          Suggestion - JSDSERVER-1462 Raise request on behalf of customer through email

          • Closed

          Suggestion - JSDSERVER-3506 Provide automation conditions to allow removal of Request Participants

          • Gathering Interest

          JSMDC-353 Loading...

          is duplicated by

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-3504 SLA does not pause when commenting on the issue as participant

          • Medium - Medium priority issues
          • Gathering Impact
          relates to

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-3390 Automation does not trigger when agent is listed in Request Participant

          • Low - Low priority issues
          • Closed

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-5680 The condition "Comment:For Customers" in an SLA configuration is not verified when an agent is part of the same organization as the customer

          • Low - Low priority issues
          • Closed

          SSE-546 Loading...

          mentioned in

          Page Loading...

          was cloned as

          DESK-4406 Loading...

          Activity

            People

              Unassigned Unassigned
              nroslan Atiqah Roslan
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              Watchers:
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              Dates

                Created:
                Updated:
                Resolved:

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