Tracking response times within a certain time

Sebastian Pedraza

Hi Everyone,

In JSD, I am trying to setup an SLA to track how long it takes to reply to a Customer.

I was able to configure this by making a new SLA that starts when we set the incident to In Progress, and stops when it changes to Pending Customer.

However, this seems to count the total time the Customer was waiting, so for example if the incident required us to reply 1 time and took us 1 hour, the SLA will indicate 1 hour.

If the ticket took 2 replies from our side and each reply took 1 hour, the SLA will indicate 2 hours. 

What I am looking for is not a total time tracking but to know how many times we replied to a Customer within let's say 12 hours. 

Is there a way to configure/measure this with JSD SLAs?

Thanks!

Daniel Vargas Llopis

Hi Sebastian,

SLAs only tracks time and if an SLA has been breached or met, you will probably need an additional app to count how many times a transition has been executed.
There are different options to achieve this, popular ones are:
* Jira Misc Custom Fields, using a Transition count custom field https://innovalog.atlassian.net/wiki/spaces/JMCF/pages/141892557/Transition+Count+custom+field+type

* ScriptRunner, creating a scripted post-function that would increase the value of a custom field each time a transition is executed