I want to measure and manage the time between comments in tickets.

Timothy Metzger

Hi,

as tickets in Jira get assigned to someone, my goal it to measure the time between comments (updates) on any ticket, with a report to me, ... or an automated email to the assignee, that there hasn't been any updates within (a period of time) a set time limit.

I know there must be a solution.

Can anyone help me, with some suggestions.

Mark Segall

Hi @Timothy Metzger and welcome to the community!

In instances like this where you have transactional interaction, you're best to use status instead of a timestamp on a comment.  Assuming you're using Jira Service Management, it would work like this:

• Agent responds: Transition to something like Waiting for Customer
• Customer responds: Transition to something like Waiting for Support

You could then create Agent and Customer SLAs triggered by the respective status for identifying how long it has been sitting in each state.

Lastly, you can use automation to drive all of this. 

• When a customer comments, it can automatically transition to Waiting for Support.  When an agent comments it can automatically transition to Waiting for Customer. 
• When the respective SLA is in breach, you can auto-notify the agent/customer or even resolve the issue