JQL to find out how long it took for issues moved from Unassigned to Assigned

[julio valdez]

Hi,

I have been given the task to look for our "dispatch time".  We would like to see the list of tickets that took longer than 30min to get assigned.

At the moment, ticket gets submitted to our queue and our queue Managers have the task to assign to a resource.  We would like to know which tickets took longer than 30 minutes to go from "unassigned" to an "assignee".

Thanks in advance

[Bill Sheboy · Accepted solution]

Hi @julio valdez 

I do not believe that is possible with out-of-the-box JQL features.  You could investigate marketplace addon apps to make searching history easier, or investigate Automation for Jira and add a custom field and an automation rule to capture the dispatch time.

Kind regards,
Bill

[julio valdez]

Hi @Bill Sheboy

It sounds like this is only doable with a JIRA add-on.  Is that correct? 

Thanks again 

[Bill Sheboy]

Yes, I believe that is correct as you do not have JSM (as noted by Walter).

By the way, if you decide you want to try this with automation for Jira, you would need the paid Pro version, not the free Lite one.  The free one does not have the required trigger you would need: issue field changed.

[julio valdez]

Hi @Bill Sheboy ,  is Service Desk the same as JSM as we do have Service Desk.  If they are the same, I assume it need to be a JIRA admin to be able to use all the functions required for my search.

Thanks

[Rob_Huntley_Tempo]

Jira Service Management (JSM) is the same as Service Desk - its the new branding.  To set the SLA's you would need a Jira Admin to create the SLA and apply it to your project.

Once the SLA is active an applied to your issues (tickets) you should be able to run the JQL query against the time to assign and save your filter as a report.

The only caveat is you will need the agent license for Service Desk (JSM) or at a minimum need rights to the project to see all the issues being assigned.

It sounds like you have what you need, we were just calling Service Desk by its new name.

[Andrew Stanton]

This information can be retrieved from JIRA's rest api also.   

[Mehmet A _Bloompeak_]

Hi @julio valdez 

Unfortunately, what you are looking for is not possible with the built-in functionalities of JQL. Because JQL can not make calculations and you need assignee time calculation.

For this exact need we developed Status Time Jira app. By default, it provides reports on how much time passed in each status. But it can also provide assignee time(in your case unassigned time).

Once you enter your working calendar into the app, it takes your working schedule into account too. That is, dispatch time of an issue opened on Friday at 5 PM and assigned on Monday at 9 AM, will be a few hours rather than 3 days. It has various other reports like assignee dates, average/sum reports by any field(e.g. average assignee  time by project or by creation month). And all these are available as gadgets on the dashboard too.

Here is the online demo link, you can see it in action and try without installing the app. Hope it helps.

[Walter Buggenhout]

Hi @julio valdez ,

If you are talking about queues, that looks very much like you are using Jira Service Management - which would make perfect sense. I'll continue on that assumption and would recommend you to set up a Dispatch Time SLA, where you would start the timer when an issue gets created and stop it when the issue gets assigned.

Using an SLA for this purpose gives you the possibility to literally search for issues based on the result of your SLA timer.

"Dispatch Time" > 30m

would then return a list of all issues where it took more than 30 minutes to assign. Or 

"Dispatch Time" = breached()

would return a list of issues where you did not meet your SLA goal (more generically).

Hope this helps!

[julio valdez]

Hi @Walter Buggenhout , I do not use JSM.  Sounds like I wish I did.  

[Rob_Huntley_Tempo]

Yes, in JSM its quite simple to use the SLA's to set your assign times.  In Jira Software or JWM there aren't any native solutions.

Maybe you could use the notifications from Automation for Jira (cloud) to send an email to a dummy account when each issue is created and also assigned and then export a list of emails, match them to the issue key and formulate the time difference based on the timestamps..... but why????

This thread talks about this very issue and recommends some 3rd party apps you may want to consider.

https://community.atlassian.com/t5/Jira-Work-Management-Questions/JQL-for-Time-to-assign-or-Time-to-first-response-in-non-service/qaq-p/1837107

[julio valdez]

@Rob_Huntley_Tempo our project us being used in Service Desk.  I'd love to learn how to perform/show this metric.  Thanks