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

      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 .
        Unable to render embedded object: File (Screen Shot 2015-10-01 at 10.33.38 PM) not found.
      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.

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        3. Screen Shot 2015-10-01 at 10.34.05 PM.png
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        4. Screen Shot 2015-10-01 at 10.34.19 PM.png
          Screen Shot 2015-10-01 at 10.34.19 PM.png
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        5. Screen Shot 2015-10-01 at 10.34.58 PM.png
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        6. Screen Shot 2015-10-01 at 10.35.17 PM.png
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          Form Name

            [JSDSERVER-2376] When agent comment at issue created by himself , SLA didn't stop as per configured in "Time to Resolution"

            Jeff Curry made changes -
            Remote Link Original: This issue links to "JSDS-353 (JIRA Server (Bulldog))" [ 271205 ] New: This issue links to "JSMDC-353 (JIRA Server (Bulldog))" [ 271205 ]

            Christopher Simonian added a comment -

            Has there been any solution or workaround for this? 

            Christopher Simonian added a comment - Has there been any solution or workaround for this? 

            JOSEPH DELAI added a comment -

            Bula @justin.alex - any idea if there is a way to solve this? as opposed to the workaround where users have to remove themselves from reporter/particpants and comment and then add themselve back (if needed)?

            JOSEPH DELAI added a comment - Bula  @justin.alex  - any idea if there is a way to solve this? as opposed to the workaround where users have to remove themselves from reporter/particpants and comment and then add themselve back (if needed)?
            Julien Rey made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 465547 ]
            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2304597 ] New: JAC Bug Workflow v3 [ 3126651 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Sherif Abdelfattah (Inactive) made changes -
            Remote Link New: This issue links to "SSE-546 (JIRA Server (Bulldog))" [ 407161 ]
            Julien Rey made changes -
            Link New: This issue relates to JSDSERVER-5680 [ JSDSERVER-5680 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2058448 ] New: JSD Bug Workflow v5 - TEMP [ 2304597 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2055529 ] New: JSD Bug Workflow v5 [ 2058448 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1955299 ] New: JSD Bug Workflow v5 - TEMP [ 2055529 ]

              Unassigned Unassigned
              nroslan Atiqah Roslan
              Affected customers:
              6 This affects my team
              Watchers:
              18 Start watching this issue

                Created:
                Updated:
                Resolved: