First response SLA

[karan21]

I am trying to figure out the best way to create 'First Response' SLA.
Start SLA: When ticket is assigned to an assignee
Stop: First comment posted by after ticket has been assigned to assignee
Note: Comment could be posted before being assigned to this/current group which has SLA set up.

How do i achieve that?

[Chander Bhusha1]

Hi Karan,

In SLA we cannot control the comments or worknotes updates. For your case either you can create an response SLA with the condition as follows:

start condtion :

 Active is true and Assigned to is empty

Stop Conditoin :

Assigned to is not empty

In this way you can track the response SLA.

If it helps then please mark my answer Correct and Helpful.

Thanks,

CB

[Kieran Anson]

Hi,

As CB as advised, we can't control SLAs based on journal inputs. However, you do have a few possible options.

1. Add a first response field to the incident form which, via a Business Rule is set a value when a customer visible comment is added. You can then set your stop condition on that field when it's not empty.
2. If you want to avoid adding a field to the incident table, you could create a business rule that stops the SLA when a comment is added. 
3. Rather than an SLA, use a scripted metric definition.