Summary

The SLA is not pausing the issue when a participant comment on it on Service Desk, we made 5 tests (described on the steps to reproduce and expected results section) and what we can conclude of these tests, is that participants are treated like customers by Service Desk SLA, so they will not have the ability to stop the SLA, even if they are agents.

Environment

*Cloud environment
*JIRA Cloud Version: 7.2.0-OD-03-010

Steps to Reproduce

Using the Service Desk UI to open tickets as a customer, execute the following tests:

1. As a customer create a ticket through customer portal and add an agent as a participant and comment on the issue as the participant.
2. As an agent, add an agent as a participant and comment on the issue of a customer as the participant.
3. As an Agent, comment on the issue of a customer without being participant or assignee
4. As an agent, comment on the issue of a customer being assigned as participant and assignee at the same time.
5. As an agent, comment on the issue of a customer being only the assignee - The SLA stops
6. As an agent, comment on the issue internally first then "Share with customer"

Expected Results

In all cases the SLA must stop

Actual Results

1. When a customer adds an agent as a participant - if the participant comment on the issue the SLA does not stop
2. When an agent is added as participant by another agent - if the participant comment on the issue the SLA does not stop
3. When an agent comment on the issue without being a participant or assignee - The SLA stops
4. When an agent is added as participant and assignee of the issue - The SLA will not stop
5. When the agent is an assignee only - The SLA stops
6. When the agent shares an internal comment with customer the - The SLA will not stop.

Notes

No Notes

Workaround

There is no workarounds at the moment.