My team comments on the tickets to ask update from Dev team. I need to track and have real-time picture of how many tickets they have taken update or have missed. Kindly suggest the best solution / add-on
To solve this problem, I recommend trying SLA Time and Report, developed by my team.
With our app, you can:
Set up SLA rules that will start when your team adds a comment requesting an update.
Automatically stop the SLA when the development team responds.
If the dev team doesn’t reply on time → the SLA will be marked as Exceeded, so you can easily identify missed follow-ups.
Easily monitor all active and overdue tickets with real-time tracking, where you’ll clearly see which issues are still in progress and which have already breached the SLA.
Generate reports to analyze follow-up performance and share actionable insights.
This solution can fully cover your needs. If you have any questions, feel free to reach out — I’ll be happy to help!
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@Saad bin Waqar I would suggest adding a status in the workflow such as waiting on Dev team. Then your team can click the transition and be forced to add their comment to the dev team. Have a transition or automation to shift the status back when someone responds. You can then use that status to track the ones waiting for a response. You can also add an SLA to track how long it is taking for the Dev team to respond.
Thank you for your answer. I have a status waiting for support that is the same as waiting on Dev team. however, my team needs to follow up on the ticket with the dev team after 5 working days when it is passed on to Dev and the cycle repeats unless the issue is fixed or they give a timeline e.g., follow up after a month or so.. This is the challenge that i have. In order to check if my team followed up or not i have to check each ticket. For this i am looking for solution for better visibility and control. Any suggestions.
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@Saad bin Waqar You can write a filter that captures the tickets that have not been followed up on. You can then display this on a dashboard as a report so you can see each individual and how many outstanding follow-ups that they have. In order to do this, you need to know if it has been five days since the status change. This can be done through an SLA or through JQL. SLA would provide more concise information.
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