Tracking response time to a JIRA issue by certain users

Karen O_Regan

Hello!

I want to track the time of the 'first response' (comment) made to a ticket from certain users.

To explain better:

Our organisation uses JIRA to log tickets from external users. We need to provide a response (comment) to the external user that the ticket has been received within 24 hours. The ticket does not have to be resolved yet - just acknowledged. Our team of 'first responders' are a short list of users (<10 people). Is there JQL filter to search for issues with comments by certain people within a given time period?

Ideally, I would like to create a dashboard to show 'first response time' or 'average response time' to make sure we hit our deadline of 24hrs!

I am very new to JQL and JIRA so I am asking here. I appreciate any feedback.

Thanks! 

Mehmet A _Bloompeak_

Hi @Karen O_Regan ,

Natively, it is not possible with JQL.

If the first responder also changes the status of the issue (for instance from New to InProgress) then Status Time app developed by our team can help, then the time spent in New status is the what you will be looking for.

In general the app provides reports on how much time passed in each status. By grouping statuses you can get cycle time(E.g from in progress status to done status). You can also export the report as CSV and open it in excel.

Once you enter your working calendar into the app, it takes your working schedule into account too. That is, "In Progress" time of an issue opened on Friday at 5 PM and closed on Monday at 9 AM, will be a few hours rather than 3 days. It has various other reports like assignee time, status entry dates, average/sum reports by any field(e.g. average in progress time by project, average cycle time by issue creation month). And all these are available as gadgets on the dashboard too.

Here is the online demo link, you can see it in action and try without installing the app. Hope it helps.