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Calculate first reply time

Mkrtich Tono

Hello Community

We are using Jira Cloud Service, and the first reply time and resolve time are created new fields (not the default Jira ones) so the first reply time field is not working.

I was wondering there is a way to create an automation to calculate the first reply time with a new custom field.
I already created a custom field with a Date and time picker but I am not sure how to run it only when the first comment is updated.

Accepted answers

Manne Kjærby - ProProces

Hi Mkrtich.

I'm not entirely sure about your question. Is it Jira Service management and SLA related?

If it's SLA, then you should check your SLA configuration. - You can have multiple SLAs and each uniquely named SLA will have it own custom field. You don't have to create the custom fields yourself, but you configure your SLA to stop when first comment is made.

You SLA configuration can be found under: yousite/jira/servicedesk/projects/[PROJECTKEY]/settings/sla

Below is a example of a SLA for time to resolution.

If it's not SLA related and not service management related - Though i'm not sure of what you are gaining then you could use automations and use smart values to get the time for first comment. The date difference smartvalue {{now.diff(issue.created).businessDays}}.

But before i'm elaborate more on that part, I need to be sure on your use case :-)

All comments

Manne Kjærby - ProProces

Hi Mkrtich.

I'm not entirely sure about your question. Is it Jira Service management and SLA related?

You SLA configuration can be found under: yousite/jira/servicedesk/projects/[PROJECTKEY]/settings/sla

Below is a example of a SLA for time to resolution.

But before i'm elaborate more on that part, I need to be sure on your use case :-)

Mkrtich Tono

Hello @Manne Kjærby - ProProces

Thank you for your reply, let me elaborate more about the issue

Screenshot 2024-01-29 175821.png

As you can see we have a made-up first response time, and in the reporting its counts based on the calendar and its not show after how many min or hours the agents replied to the ticket.
Im trying to create a field or a solution to see the time duration when the ticket is open and agent replies. (I made a complex reporting when the sla is calculated with the calendar and I can see when the first reply made but that only gives the time inside the calendar and its not collect outside calendar hours. )

Manne Kjærby - ProProces

Okay. I think I understand.

So you have a SLA called Time to first response which only counts inside a given calendar. That's the time that the agents have had to response inside the given calendar.

So besides that you also want are field that shows Total time to first response.

You can create a field (Total Reponse time) where you save the differenct between createddate and the time for first comment.

To do that you could create automation, something like this:

Trigger: Comment
If: Total Response time is empty:
- Edit field Total response time = {{now.diff(issue.created).hours}}

You could also try to utilize the SLA engine by creating another SLA (Total Reponse time) that is a copy of the current just with a 24/7 Calendar.

Hope above can give you some inspiration to finding a good solution.

Gizem Gökçe (OBSS)

Hello @Mkrtich Tono ,

Sometimes it can be difficult and confusing to use features implemented directly in Jira. For specific needs like yours, it is better to use out-of-the-box solutions.

If you are open to using an application specifically tailored to your needs, Timepiece - Time in Status for Jira which is developed by my team at OBSS, is the tool I would highly recommend. It is available for both Jira Cloud, and Data Center.

Time in Status mainly allows you to see how much time each issue spent on each status or each assignee. You can combine the time for multiple statuses to get metrics like Response Time, Resolution Time, Issue Age, Cycle Time, Lead Time etc. (Please see the screenshot below)

Report Types DBS.png

For all numeric report types, you can also calculate averages and sums of those durations grouped by the issue fields you select. For example total in-progress time per customer or average resolution time per sprint, week, month, issuetype, request type, etc. The ability to group by parts of dates (year, month, week, day, hour) or sprints is particularly useful here since it allows you to compare different time periods or see the trend.

The app calculates its reports using already existing Jira issue histories so when you install the app, you don't need to add anything to your issue workflows and you can get reports on your past issues as well. It supports both Company Managed and Team Managed projects for Jira Cloud.

Time in Status reports can be accessed through its own reporting page, dashboard gadgets, and issue view screen tabs. All these options can provide both calculated data tables and charts.

Visit Timepiece - Time in Status for Jira to explore how our JIRA add-on can revolutionize your metrics measurement process. Enjoy a 30-day free trial to experience the full range of features.

Hope it helps,

Gizem

Mkrtich Tono

@Manne Kjærby - ProProces thanks for clarifying this!

I have modified it and its working now!

I will keep the screenshot here so maybe someone else needs it.

The only thing that was not working properly

is that the numbers in the custom fields are showing -

like -5 or -2

Screenshot 2024-01-31 143935.png

Valeriia_Havrylenko_SaaSJet

Hi @Mkrtich Tono 👋

If you want to track first reply time and resolve time, a better alternative to Jira's reports is Time Between Statuses add-on which generates reports of the transition time from one status to another. With add-on you can easily have your reports on the grid.

Знімок екрана 2024-01-26 о 01.24.25.png

Or you can switch to histogram chart and get average time by average line.

Try it! Add-on has a 30-day free trial version, free up to 10 users and developed by SaaSJet.

Hope it helps 😌

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