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Tracking Comment Response Time

Matthew Young_4u23f6

Hello,

I'm new to the forum so please forgive me if I'm being too vague or I just sound dumb. I'm doing a project at work in JIRA and my manager wants to try and do the following:

1) When a ticket is open and a question is posted in the comment section a timer is started.

2) The timer stops when the question is answered/another comment is posted.

I've searched a bunch on this forum and regarding SLAs and all I can find is posts related to "Time to First Response" and that doesn't seem to solve my problem. Is what I'm trying to accomplish even possible? Any information is highly appreciated!

Accepted answers

LarryBrock

Hello @Matthew Young,

I don't have a JSD instance in front of me at the moment so I can't test this to confirm but I believe this example is what you want or very near to it. Take a look and post any follow-up questions and I'll try to answer them ASAP.

https://confluence.atlassian.com/servicedeskcloud/example-creating-an-sla-with-multiple-cycles-732528990.html

If this does answer your question, please click the "Accept Answer" button so others see it's answered in their search results.

Cheers,
~~Larry Brock

All comments

LarryBrock

Hello @Matthew Young,

https://confluence.atlassian.com/servicedeskcloud/example-creating-an-sla-with-multiple-cycles-732528990.html

If this does answer your question, please click the "Accept Answer" button so others see it's answered in their search results.

Cheers,
~~Larry Brock

Matthew Young_4u23f6

Hello @LarryBrock

Thank you very much for the document! I will take a look and see if this ends up fixing my problem.

-Matt

Matthew Young_4u23f6

Hello @LarryBrock

So I'm following the document you sent me, and when I begin to make my selections for "Begin counting time when.." I do not see the option "Enter Status: Waiting for Support" in any of the columns. The options I have are as follows:

Issue Created
Assignee: From Unassigned
Assignee: To Unassigned
Assignee: Changed
Enter Status: Open
Enter Status: Resolved
Enter Status: Closed
Enter Status: In Progress
Enter Status: On Hold
Enter Status: Reopened
Resolution: Set
Resolution: Cleared
Comment: By Customer
Comment: For Customer

Our main Jira Admin is out of the office this morning, so I was not able to ask his advice before coming here.

LarryBrock

@Matthew Young- I would recommend selecting "Enter Status: Open" and "Comment: by Customer" as your start status. These need to operate in a "or" fashion (e.g. issue opened, or commented on by customer).

~~Larry

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