Automation rule for comment section (add internal note/ Reply to customer)

Question

I want to track the time how quickly we are responding to the customer .
The scenario is:
In comment section we have two types of comments one is add a  internal note and second one is reply to customer

When a support ticket got raised an automated comment will be generated by our team to customer. After few discussions on the ticket issue we will make a reply to customer based on the analysis. Now I want to track the time of the second reply to customer after the automated mail by our team. For this I need an automation in such a way that when a second reply to customer (first reply to customer is automated comment by our team)  was made the time  and date should be captured in my customised field.

Thanks in advance

Anusha A · Answer

Hi Sonika,

Looks like you have a parallel thread open here and I hope you have received the answers you were looking for -

* https://community.atlassian.com/t5/Jira-Service-Management/Copy-SLA-data-to-other-customized-field/qaq-p/2847436

Regards,

Anusha A

Sonika Maddinapudi · Answer

Thanks for the reply @Jack Brickey

I have an SLA where is starts counting the time from comment for customers and stops when comment for customers but I want that SLA data to be copied in other custom field so that I can export into excel. is it possible? if not what is the other way

Thanks

Jack Brickey · Answer

Hi @Sonika Maddinapudi , have you considered setting up a unique SLA for this? Rather than looking at individual ticket response time, it might be best to assess how the team is performing to a specified SLA. For this, I would probably create a unique status that the agent transitions the issue into once they truly begin working it. And this way you can then set up an SLA That starts when they transition it into that status and then stops once they have responded to the customer.