Time to first response Custom field disappears after data refresh from API

Question

Hi!

I trying to pull data from our Service Management project for a nice follow-up report in Power BI, which I manage to do through the Jira API. However, I'm having some trouble getting the SLA data correct.

The "Time to resolution" I can calculate by retrieving the resolution date/time attribute and comparing it to the created date/time attribute, but I can't find a corresponding date/time attribute for calculating the "Time to first reponse".

What I've managed to find is the customfield (10324 - Time Calculator) which captures the total "Time to first response" in minutes - HOWEVER, this value disappears as soon as the issue gets the status "Closed", which happens automatically after 7 days from the creation date.

Can I retrieve the SLA values in some other way? Can I configure the customfield_10324 to not disappear after 7 days?

Does anyone have a solution to this? In short, I just want get data from the API and be able to track the SLAs over time.

Let me know if you need more background. Thanks in advance!

Eugenio Onofre_v78igo · Answer

Great to hear Ella.

Would you please accept this answer so other community member can also be helped by it in the future?

Ella Calais · Answer

Hi @Eugenio Onofre

Thanks for your reply! I found the SLA fields in the API request, just like you said. My problem was apparently caused by accidentally using API version 2 instead of 3... which I happened to solve. As soon as I used the correct API version, the problem no longer existed :-)

Regards,

Ella

Eugenio Onofre_v78igo · Answer

Hi @Ella Calais

Welcome to the Atlassian Community!
The default SLAs are usually saved in custom fields, which you can retrieve in your API call. About the SLA disappearing, it may be caused by the SLA configuration rules. Would you please share how your SLAs are configured so we can check the main cause of it?

Regards,
Eugenio