Time to respond

Question

When reporting on time to first respond to incidents and service requests, I see the time that is left to meet the SLA.

For ex: SLA target of 4 hours. Actual first response of 30 min. Jira displays 3.5 hours.

Having different SLA targets it makes it impossible to see what the average is over a period of time.

Is there a way to tweak to first time to respond to show the actual time achieved versus SLA rather than time left?

Mariana_Pryshliak_Saasjet_qysy8m · Answer

Hello @Jerome Salaun

You can try SLA Time and Report, which shows how much time is left to the limit. When the issue is overdue, the minus sign will be displayed on the screen.

Also, you can set a few aims, and the escalation level will depend on the aim.

I hope it helps)

Best regards, Mariana

Florian_8erf7n · Answer

On Jira server (don’t have Cloud experience) you can as an admin create some fancy diagrams to see an overall trend. When you want to see the numbers because you are more the table guy then I think you can do it with Automation for Jira and a custom field. Create an automation rule that is triggered on you response and calculate the different between now and created. Store the value in you custom field. Done.