How to track response time of users from certain group?

Question

Hi,

I'd like to get to know if there's a way in Jira to find tickets with response provided by users from certain group.

Scenario here is that our organization has a bot that immediately replies in a ticket, but actual response time that can be valid to the reporter comes from e.g. members of our 1st Line Support.

That's why I'd like to see how fast they are replying and find tickets, where nobody except for the bot has replied.

Sth like: tickets with reply by user from group X and then -> time spent between logging time and this reply.

Thanks!

Angélica Luz · Answer

It’s possible to use another SLA. Let’s say, for example, when the bot adds a comment, the ticket is transitioned from Triage to Waiting for Support, then it’s possible to start the SLA when it enters this status.

When using the SLA it’s only possible to use those options on “Start counting time when…”, it’s not possible to set when a comment is added by someone in a specific group.

There is a feature request suggesting improvements for that:

Ability to have condition to start, pause and stop SLA based on custom field value

There are also some add-ons that have more options for triggers/conditions:

SLA Time and Report for Jira

Time to SLA

Time in status | SLA | Timer | Stopwatch

Kuba Grzelczak · Answer

Thank you for suggestion.

We'd like, however, the bot to actually stop the response SLA running, once the auto-reply is provided, but then - we'd like to track replies from actual users from our Support Group. Will that be possible?

Can you set some specific SLA that will track only that replies?

Angélica Luz · Answer

Hello @Kuba Grzelczak,

Welcome to the Atlassian Community!

The best way to track the response time is by using SLAs.

In this case, it’s necessary to confirm that the bot comment won’t transition the issue, so it’s possible to use the SLA “Time to first response” to pause when the status is changed to, for example, Waiting for customer.

For more information, please check the documentation below:

Create service level agreements (SLAs) to manage goals

​​Kind regards,
Angélica