Tracking Question Response Time

[Matthew Young]

Hello,

I have created an SLA that does the following:

1) When an issue is created, start a timer

2) End the timer when a comment is posted.

It's basically a Time to First Response (TTFR) SLA, but I would like to tweak it a little if possible.  My end goal is, for a created issue, if someone posts a question in the comment section to start the timer and end the timer when a response is posted.

Is there a way to maybe track the "?" character and start the timer when that is recognized, and then stop the timer when any other comment is posted? All advice/input is much appreciated!!

[Petter Gonçalves · Accepted solution]

Hello Matthew,

Thank you for raising this question.

Please, confirm to me if I've properly understood your question:

You would like to ensure that the timer will Start only when the customers are sending a question and not only a feedback or a "Thank you" about the previous answer.

For this purpose, you are trying to implement kind of a "listener" that will search for the "?" character in the customer answer. Is that correct?

If that's the feature you are looking for, I'm afraid it's not possible on JIRA without any plugins, however, I've worked with other customers that were trying to implement the same scenario and I think we can configure a better option to achieve this goal:

You could create two different transitions to move the issue back to the Agent side: One for sending any questions about the last Agent's reply and other to send any feedback and optionally close the ticket.

The way I described, you would be able to turn on the timer only when the issue is transitioned back as a question.

Please, let me know if this option matches with your current scenario.

[Matthew Young]

Hello @Petter Gonçalves, 

I'm sad to hear there isn't a simple solution to my question, but I'm interested in learning more about these two different transitions you referred to.  How exactly could I implement those?

[Petter Gonçalves]

Hello Matthew,

To configure the two transitions, you would navigate to your project settings > Workflow > Click to Edit your workflow and add the two transitions and statuses like below:

I added the names Respond Support Question and Give Feedback - Problem Solved to the transitions so the customers could better understand what that means, however, feel free to add the names you want.

Once it's configured, you would configure your SLA to start again only when the status entered is Waiting for Support.

If you desire, you can even add a brief description on the Customer portal explaining when each transition should be used.

Please, let me know if it clears your question, Matthew.