Uploaded image for project: 'Jira Service Management Data Center'
  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"

XMLWordPrintable

    • 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.

        1. Screen Shot 2015-10-01 at 10.25.45 PM.png
          Screen Shot 2015-10-01 at 10.25.45 PM.png
          46 kB
        2. Screen Shot 2015-10-01 at 10.33.38 PM.png
          Screen Shot 2015-10-01 at 10.33.38 PM.png
          67 kB
        3. Screen Shot 2015-10-01 at 10.34.05 PM.png
          Screen Shot 2015-10-01 at 10.34.05 PM.png
          128 kB
        4. Screen Shot 2015-10-01 at 10.34.19 PM.png
          Screen Shot 2015-10-01 at 10.34.19 PM.png
          142 kB
        5. Screen Shot 2015-10-01 at 10.34.58 PM.png
          Screen Shot 2015-10-01 at 10.34.58 PM.png
          147 kB
        6. Screen Shot 2015-10-01 at 10.35.17 PM.png
          Screen Shot 2015-10-01 at 10.35.17 PM.png
          175 kB

              Unassigned Unassigned
              nroslan Atiqah Roslan
              Votes:
              6 Vote for this issue
              Watchers:
              18 Start watching this issue

                Created:
                Updated:
                Resolved: