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JQL to find out how long it took for issues moved from Unassigned to Assigned

julio valdez_wf8202

Hi,

I have been given the task to look for our "dispatch time". We would like to see the list of tickets that took longer than 30min to get assigned.

At the moment, ticket gets submitted to our queue and our queue Managers have the task to assign to a resource. We would like to know which tickets took longer than 30 minutes to go from "unassigned" to an "assignee".

Thanks in advance

Accepted answers

Bill Sheboy

Hi @julio valdez

I do not believe that is possible with out-of-the-box JQL features. You could investigate marketplace addon apps to make searching history easier, or investigate Automation for Jira and add a custom field and an automation rule to capture the dispatch time.

Kind regards,
Bill

All comments

Bill Sheboy

Hi @julio valdez

Kind regards,
Bill

Walter Buggenhout

Hi @julio valdez ,

If you are talking about queues, that looks very much like you are using Jira Service Management - which would make perfect sense. I'll continue on that assumption and would recommend you to set up a Dispatch Time SLA, where you would start the timer when an issue gets created and stop it when the issue gets assigned.

Using an SLA for this purpose gives you the possibility to literally search for issues based on the result of your SLA timer.

"Dispatch Time" > 30m

would then return a list of all issues where it took more than 30 minutes to assign. Or

"Dispatch Time" = breached()

would return a list of issues where you did not meet your SLA goal (more generically).

Hope this helps!

julio valdez_wf8202

Hi @Walter Buggenhout , I do not use JSM. Sounds like I wish I did.

julio valdez_wf8202

Hi @Bill Sheboy

It sounds like this is only doable with a JIRA add-on. Is that correct?

Thanks again

Bill Sheboy

Yes, I believe that is correct as you do not have JSM (as noted by Walter).

By the way, if you decide you want to try this with automation for Jira, you would need the paid Pro version, not the free Lite one. The free one does not have the required trigger you would need: issue field changed.

julio valdez_wf8202

Hi @Bill Sheboy , is Service Desk the same as JSM as we do have Service Desk. If they are the same, I assume it need to be a JIRA admin to be able to use all the functions required for my search.

Thanks

Rob_Huntley_Tempo

Yes, in JSM its quite simple to use the SLA's to set your assign times. In Jira Software or JWM there aren't any native solutions.

Maybe you could use the notifications from Automation for Jira (cloud) to send an email to a dummy account when each issue is created and also assigned and then export a list of emails, match them to the issue key and formulate the time difference based on the timestamps..... but why????

This thread talks about this very issue and recommends some 3rd party apps you may want to consider.

https://community.atlassian.com/t5/Jira-Work-Management-Questions/JQL-for-Time-to-assign-or-Time-to-first-response-in-non-service/qaq-p/1837107

julio valdez_wf8202

@Rob_Huntley_Tempo our project us being used in Service Desk. I'd love to learn how to perform/show this metric. Thanks

Mehmet A _Bloompeak_

Hi @julio valdez

Unfortunately, what you are looking for is not possible with the built-in functionalities of JQL. Because JQL can not make calculations and you need assignee time calculation.

For this exact need we developed Status Time Jira app. By default, it provides reports on how much time passed in each status. But it can also provide assignee time(in your case unassigned time).

Once you enter your working calendar into the app, it takes your working schedule into account too. That is, dispatch time of an issue opened on Friday at 5 PM and assigned on Monday at 9 AM, will be a few hours rather than 3 days. It has various other reports like assignee dates, average/sum reports by any field(e.g. average assignee time by project or by 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.

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