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Time to response

Stefannie Tan

Is there a way to get the "time to response" in JSM?

I tried using the reports with the pre-set SLAs that my coworkers have set up, but the reports keep returning a 0 response time.

is it because the tickets get resolved within the SLA?

I'm still new to JSM so I'm a bit confused overall. Really need any advice anyone here can give me.

Thanks!

Accepted answers

All comments

Vijay Dadi_b69v44

Hello @Stefannie Tan ,

In the attached article below, it is defined how you can achieve this report.

Good response time? How to improve your KPIs with ... - Atlassian Community

Hope this helps !!

Regards,

Vijay

Stefannie Tan

hi @Vijay Dadi , thanks for your response, but I was looking for a way to do this natively with what Jira Service Management offers now.

Gizem Gökçe (OBSS)

Hello @Stefannie Tan ,

Unfortunately, SLAs do not work retroactively on resolved issues. This is the way Atlassian has set up the SLA mechanism in JSM. Therefore, if you want to see time-to-response values retrospectively, you will need to use third-party marketplace applications that process issue histories and return reports.

Timepiece - Time in Status for Jira which is developed by my team at OBSS, has a report type that will meet your need. Our app 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.

Status Duration report (please see the screenshot above) which shows how much time each issue spent on each status. You can combine the time for multiple statuses to get metrics like Time to Response ( Response Time), Issue Age, Cycle Time, Lead Time, Resolution Time etc.

Status Duration Report in Detail.png

For all numeric report types, you can 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.

Group By Created Month.png

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.

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. And the app has a REST API so you can get the reports from Jira UI or via REST. Also you can export the reports in to various formats easily.

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.

If you wish, you can also schedule a live demo. We will provide a comprehensive overview of the application and address any inquiries you may have.

Hope it helps,

Gizem

Rustem Shiriiazdanov _Actonic_

Hi @Stefannie Tan ,

JSM does not natively support "Time to Response" for resolved issues. Therefore, using third-party apps is the most straightforward solution. @Vijay Dadi has suggested an article that utilizes the Report Builder app to get response timings. As the Product Owner of Report Builder, I am happy to complement that "First Time Response" report has significantly improved since the moment of the article creation, so probably it will fit your demand.

You may find detailed explanation of the report by this link https://actonic.atlassian.net/wiki/spaces/ARB/pages/6914048555/First+Reply+or+Response+Time+%28FRT%29+Report+How-To

As an alternative, you may investigate a possibility of creating a custom field for first time response and populating it based on some automation triggers during the issue lifecycle.

Regards,

Rustem

Danut M _StonikByte_

Hi @Stefannie Tan,

Have also a look over this article:

https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369

If the issues goes in a specific status (like Waiting Customer) after the response has been given, then you can easily measure it with our Great Gadgets app and then display it on your Jira dashboard in various forms: Control Chart, Trend Chart or Histogram Chart.

See sections #3 and #4 in the article I gave you.

You could start with a 1-month of free trial. If you need any help, feel free to contact us at support@stonikbyte.com.

Hope this helps.

Danut.

Mehmet A _Bloompeak_

Hi @Stefannie Tan ,

As far as I know Jira doesn't have a built-in solution for the report you mentioned. If you prefer using a marketplace app, you can try Status Time Reports app developed by our team. It mainly provides reports and gadgets based on how much time passed in each status.

For further details, you can have a look at Status Time Reports How to Videos.

If you are looking for a completely free solution, you can try the limited version Status Time Reports Free.

If you need any help, feel free to contact us via support@bloompeak.io or schedule a demo with us.

Stefannie Tan

@Mehmet A _Bloompeak_

Hello! To be honest, we're on a tight budget, so unfortunately we are unable to pay for any new third-party apps. (also, considering how atlassian charges on a per-user basis, the costs balloons so easily).

Is it possible to get the figures I need with your free solution? Anyway, i'll schedule a demo.

Vitaly_Berezovsky_SaaSJet

Hi @Stefannie Tan
For these purposes, I can recommend the SLA Time and Report for Jira.

Steps to set up Time to First Response on our addon:

Time to First Response
Choose the project you want to monitor, period, amount of days, and refresh intervals:

After filling in the fields, click the “Save” button. As a result, you’ll get:

I hope I've helped you!

The application has a 30-day trial period and is free for small teams (up to 10 users), so you can check how well it suits you. My team developed it so our support team can help you with the settings

Amay Purohit_RVS

Hi @Stefannie Tan

You can use Jira Rest API's to pull this data. Or as an alternate if your fin to try out mktplace app, take a look at

Time in Status Reports

The app easily calculates the time spent in each status and allows you to group them as well to present a total of the same.

More details here

The app is free for 10 users. Do try it out.

Disclaimer : I work for RVS, the vendor for this app

Mehmet A _Bloompeak_

Hi @Stefannie Tan ,

Yes, you can get it with Status Time Reports Free.

Hannes Obweger - JXL for Jira

Hi,

as already suggested, JSM does not natively support Time to Response for resolved issues.

If you are open to solutions from the Atlassian Marketplace, this would now be easy to solve using the app that my team and I are working on, JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you’d do in e.g. Excel or Google Sheets. It also comes with a long list of so-called history columns that aren’t natively available, including time to response, time in [status], time between [status] and [status], and many, many more.

All these history columns are calculated based on the issue's history at a given point in time, meaning that the data is available for all issues retrospectively, regardless of whether an SLA has been defined or not.

This is how it looks in action:

As you can see above, you can easily sort and filter by your history columns, and also use them across JXL's advanced features, such as support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting.

Of course, you can also export your sheet to XLSX or CSV in just one click.

Any questions just let me know,

Best,

Hannes

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