Capture first response/first touch time of service desk tickets

Alexandra_98zx1q

Hello,

Is there a way to create a field to capture the date and time when an user starts working on a Service Desk ticket? 

We actual need the precise moment of time and not an interval as shown when using SLAs.

Any thoughts?

Examples would be highly appreciated.

Thank you!

 

Matthias Gaiser _K15t_

Hi @Alexandra,

an interesting question for me would be: How do you recognize that someone started to work on a ticket? Does he/she change the status? Or is he/she adding a comment?

I can see multiple options to realize that:

• You can see that information in the issue history. Whenever someone updates an issue, it should be recorded in there.
• You could also create a custom field which will be set when someone starts to work on the issue, by
  • the user manually. You could set it on a screen and make it required so that the users have to provide the value.
  • a JSD automation rule in your service desk. I have to admit, I did not find a way to set the current date here, so I'm not sure if this option is possible.
  • an app like Automation for Jira or Scriptrunner for Jira where you could configure such an automation as well.

These are the options I can think of right now.

Cheers,
Matthias