Get time of each comment on a JIRA issue

Question

I am trying to get a KPI Score for the amount of time it takes us to respond to a comment on a JIRA Ticket.

I would like to do this programmatically.

I don't see how I can pull this metric?

For example, if it takes an average of 24 hours for an engineer to respond to a client I would like to show this number to the client.  If it takes an average of 7 days to respond we an also use this data to help our team become more efficient.

(We don't use Service Desk)

Zoryana Bohutska _SaaSJet_ · Answer

Hi @Brent W. Peterson

You can consider third-party tools like Issue History. It let you monitor all changes made for each issue from issue list you need.

In your case in the column manager, you can select only one field to review changes is a comment. And you will be view date and time when was added each comment to each ticket and who wrote it. Also, you can select an issue list to view the history of changes ordered by a user you need.

To analyse this data deeply you can export it and calculate the information you need (subtract between the dates and times of adding comments)

Hope it will help

Joe Pitt · Answer

I don't use cloud so I don't know if you'll be able to get a timestamp from the comment. The other thing you need to decide is what constitutes 'responding'. Is it another comment, updating the issue, moving it through a workflow status, etc. JIRA keeps all comments in single field in the database so getting the timestamp on a comment may not be possible,