I'm trying to track how much time transpires between two updates in a Jira ticket (1. ticket is resolved & 2. label is added), and how many tickets per day exceed a certain amount of time between those two updates for their respective ticket. Essentially...
If ((updated_1_date - updated_2_date)) > X_day) {
flag ticket so it appears in a report/dashboard;
}My team is measuring how much time transpires between:
- when our engineers resolve an issue in Jira
- resolution IS NOT empty
- to when our support team confirms the fix is live and communicates back to the customer (via Zendesk)
- adds "resolved" label
We're doing this to track our SLA for responding to customers within X_business days (i.e., 1) after engineering releases a fix. Currently we do this manually; which doesn't scale and is extremely unfriendly for tracking metics.
We've looked into JQL and searched the Jira marketplace, but haven't found any solution to automate tracking these conditions and push the results to a dashboard. We're not married to using "labels" to track when support follows up with the customer. But even then I haven't figured out a solution.
I'd love it if someone has any ideas. It seems simple enough, but you never now.
Thanks!
