Displaying "Time to first response" in Slack

jim_nighswander

I have Jira Service Management automation set up so that when a ticket is submitted, of a specific severity, an alert message is posted to a Slack channel. I have all the elements working except for one which is being able to publish the targeted "Time to first response" (TTFR). Based on our SLAs, we have different levels of TTFR based on severity (1, 2 or 3) but also two different levels of support. Tier-1 has tighter response times than Tier-2. All the SLAs are created with the expected Time Goals but I am not sure how to pull out those time goals from the TTFR SLA.

This is the message format I have for a S-1:

ALERT! <https://ssimwave.atlassian.net/browse/{{issue.key}}|{{issue.key}}> has been created as a *High* priority (S-1) issue:
*Organization:* {{issue.fields.Organizations.first.name}}
*Summary:* {{issue.fields.summary}}
*Reporter:* {{issue.fields.reporter.displayName}}
*Time to first response:* {{issue.fields.["Time to first response"]}}

Any thoughts?

Callum Carlile _Automation Consultants_

Hi @jim_nighswander 

If you want to pull the 'friendly' formatted SLA time goal into a Slack message, you can use {{issue.Time to Resolution.ongoingCycle.goalDuration.friendly}}.

If you then wanted to pull the value of how much time has elapsed, you can use {{issue.Time to Resolution.ongoingCycle.elapsedTime.friendly}}.

With a bit of additional text before the smart values, it can look a little something like this in Slack:

Hope this helps!