"Time to Resolution"/"Time to 1st Response" not working (disappeared?) after update

[Lindsay Donaldson]

I have recently updated our Service Desk from 7.3.something to the newest 8.2 and now we can no longer use the "Time to Resolution" or "Time to 1st Response" fields as we used to.  Our dashboard is set up so that issues are displayed in order of "time to resolution".

This is an example of one of our search query/filters:

project = "IT Service Desk" AND status != closed AND "Time to 1st Response" <= 5m AND "Time to 1st Response" != breached() ORDER BY "Time to 1st Response"

 which gives the following errors:

• Field 'Time to 1st Response' does not exist or you do not have permission to view it.
• Not able to sort using field 'Time to 1st Response'.

This is the same for the "Time to Resolution" too.

I've looked at the field configuration and the custom fields and I can't seem to find the "Time to Resolution" or "Time to 1st Response" fields. We also can't have it as a column in our "filter results" gadgets (I'm assuming because it's not there anymore).

Am I needing to recreate these fields as custom fields or are they hidden away after having permissions removed/revoked?

[Lindsay Donaldson · Accepted solution]

It turns out that I had updated Jira Core, and therefore didn't have Service Desk installed. I have now installed Service Desk and it's all systems normal!