How To create Report for Fiirst respon time spesific by time

[Isfan Fajar Sawito]

How to create report respon time spesif by day 1-5 and time 9am - 16pm ?

[Gökçe Gürsel {Appfire}]

Hi @Isfan Fajar Sawito ,

For easy to use SLA tracking in Jira Service Desk and in Jira Software&Jira Core, I suggest Time to SLA.

With Time to SLA, you can define different calendars with holidays and use them in your SLAs.

After the configuration, you can keep track of your breached SLAs easily through TTS reporting features.

Let me know if you have any questions.

Best,

Gökçe

[Petter Gonçalves]

Hello @Isfan Fajar Sawito

Welcome to the Atlassian Community!

I'm not sure if I completely understood your request, but I believe you are looking for a report that returns all the issues which received the first answer in the first 5 days after the issue creation, considering your business hours (9 AM to 16 PM). Is that correct?

If I properly understood your request, I believe the best option to achieve your goal would be by using the SLA feature:

Create service level agreements (SLAs) to manage goals 

These would be the exact steps:

1. Navigate to your project > Project Settings > SLAs
2. Click on Calendars and add a calendar with the business hours you need (9 AM to 16 PM):
   
3. Configure the SLA "Time to First response" to have a goal of 35 hours (the total amount of 5 days considering 9 AM to 16 PM) and configure it with the calendar you created:
   
4. Save the SLA goal
5. Doing the steps above, you will be able to see all the issue that received a response with 5 business days by using the following JQL query:

   "Time to first response" != breached()

Let us know if this information helps.

[Zoryana Bohutska _SaaSJet_]

Hi @Isfan Fajar Sawito 

Except those great tools have listed above, you can try SLA Time and Report. 

If the first response in your case is determined by changing status or assignee (or another issue fields), this tool can help you too. It lets you set multi-calendars according to your needs (in your case with a work schedule from 9am to 4pm).

If the first response is determined by a comment, you need to use Jira automation additionally (with trigger: added comment - changed status or another issue field).

The main features of this application SLA Time and Report are the ability to work with issues from Jira Core, Jira Software and Jira Service Desk. Also, it has flexible SLA conditions according to each project issue fields and has 4 types of escalation (notification, changing status, assignee and priority)

Hope it helps

Best Regards