Time to first response

Question

HI All

I have been put in charge with reporting on SD Stats, so still learning the ropes on how JQL works. I need to be able to generate a query that shows all cases that have been logged within the last week and have a certain severity and time to response has breached a certain threshold, so far i have written this

project = X AND issuetype = "Service Request" AND status in (OPEN, Reopened, Resolved, Closed, "Inactive (Pending Resolved)", "Internally Escalated", Investigating, "On Hold", "Waiting for Customer") AND "Affected Product" = Y AND created >= 2018-02-12 AND created <= 2018-02-18 AND Severity = Sev-1 AND "Time to first response" > elapsed(15m)

I am pretty sure that there is a easier way to query, just wanted to know if the query looks like it will do what i require, basically getting all Sev 1 that have had time to first response greater then 15mins. I do have other parameters as well like Sev 3 is 4hrs so i would change change some of the parameters around.

Thanks

Jack Brickey · Answer

@L Stotz, unsure if this is a new question or what. If so you should create a new thread. Not aware of a 'Time to response' SLA. There is a "Time to first response" calculated value in Jira. There is a "Time to resolution" SLA that is a count down timer that can go negative (red) if breached.

L Stotz · Answer

Isn't 'Time to response' an SLA so it does not actually mean that they responded in >15 min, it means there are still 15 min or more to respond?

Jack Brickey · Answer

@Umar, the jql looks functionally accurate. Does it provide expected results? It does appear pretty lengthy and likely can be simplified around the statuses. As well you definitely don’t want to use dedicated dates as that becomes a pain going forward. Try using beginning of week and end of week or similar. Which statuses are being excluded? Maybe you could us the “not in” function? You will likely want to set up a dashboard as the visual.