How to find issues that has not responded to customers at all

Question

Hi,

I want to know how to find issues that has not responded to customers at all even SLA -Time to first response- elapsed, by using JQL.

Thanks.

福西加奈子 · Answer

Hi, Walter

Thank you for your quick reply!

I suppose  "Time to First Response" timer does not diffine 'internal comment' nor 'reply to customer', so as long as you made a internal comment, the timer will stop.
Is there any way to detect the time when the first response to the customer was made?

Thanks.

Walter Buggenhout · Answer

Hi @福西加奈子 and welcome to the Community!

Assuming that the timer of your time to first response is stopped when a comment is added to a ticket, the following filter should return tickets that have passed their target and the SLA timer is still running (or paused)

("Time to First Response" = running() OR "Time to First Response" = paused())
AND "Time to First Response" = breached()

Hope this helps!