Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
badges earned

Your Points Tracker
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Displaying "Time to first response" in Slack

I have Jira Service Management automation set up so that when a ticket is submitted, of a specific severity, an alert message is posted to a Slack channel. I have all the elements working except for one which is being able to publish the targeted "Time to first response" (TTFR). Based on our SLAs, we have different levels of TTFR based on severity (1, 2 or 3) but also two different levels of support. Tier-1 has tighter response times than Tier-2. All the SLAs are created with the expected Time Goals but I am not sure how to pull out those time goals from the TTFR SLA.

This is the message format I have for a S-1:

ALERT! <{{issue.key}}|{{issue.key}}> has been created as a *High* priority (S-1) issue:
*Organization:* {{}}
*Summary:* {{issue.fields.summary}}
*Reporter:* {{issue.fields.reporter.displayName}}
*Time to first response:* {{issue.fields.["Time to first response"]}}

Any thoughts?

1 answer

Hi @jim_nighswander 

If you want to pull the 'friendly' formatted SLA time goal into a Slack message, you can use {{issue.Time to Resolution.ongoingCycle.goalDuration.friendly}}.

If you then wanted to pull the value of how much time has elapsed, you can use {{issue.Time to Resolution.ongoingCycle.elapsedTime.friendly}}.

With a bit of additional text before the smart values, it can look a little something like this in Slack:

sla time goal.PNG

Hope this helps!

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

JSM June Challenge #2: Share how your business teams became ITSM rockstars

For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...

326 views 9 7
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you