Automation to comment a new service desk ticket with Average Time to Resolution

[Aleksandr.Abroskin]

Hi there,

Could you please help me figure out how to make automation for a Service Desk project, every time customer creates a ticket, this automation comments on the ticket with an average time to resolution.

Thanks for the help

[Angélica Luz]

Hello @Aleksandr.Abroskin,

Welcome to Atlassian Community!

When using automation, it’s possible to use a smart value to add the SLA goal to a comment. The average time to resolution is a detail that Automation wouldn’t be able to get, so the only option would be to add the goal in the comment.

Also, testing on my local site, when using the “Issue created” trigger, the automation runs very fast to add the comment and it won’t have time to get the goal which will result in an incomplete comment (without the SLA information), so the suggestion is to use a manual trigger or another trigger as “Issue assigned” or “Issue updated”.

The smart value to add to the comment is the one below:

Using the SLA custom field ID:

{{issue.customfield_xxxxx.ongoingCycle.goalDuration.friendly}}

Using the SLA name:

{{issue.Time to resolution.ongoingCycle.goalDuration.friendly}}

If there is anything else we can do to help, please let us know.

Kind regards,
Angélica