How does the First response time chart work?

[Annu Satpute]

I'm using the Time to First Response gadget in one of my Jira dashboards. Occasionally, I notice that the average first response time displayed is quite high—sometimes 57 hours, 50 hours, etc.—and I'm unsure how this is being calculated.

For instance, we received a ticket on Friday night, outside of our office hours. According to our SLA setup, the timer stops during weekends and non-office hours. We responded on Monday morning, within the SLA. However, the chart still shows an average FRT of 57 hours.

I'm curious about how this calculation is made, as the long response times displayed on the chart are quite frustrating when I look at the dashboard. :(

Best,

Annu

[Mark Higgins]

Hi @Annu Satpute 

In short, it should not.

What does the SLA say on the ticket?

Cheers

Mark

[Annu Satpute]

Hi @Mark Higgins, thank you for the response. When I explored I found the following meaning - 

The hover text states "8h met • 0% of 8h • 09/30/2024, 07:00 PM GMT+05:30", which means that:

1. The 8-hour target to respond is still ongoing, and 0% of the time has passed so far.
2. The deadline for meeting the 8-hour SLA is 7:00 PM (GMT+05:30) on Sep 30, 2024.

Do I need to change anything in my SLA setup? 

Best, 

Annu 

[Mark Higgins]

Hi @Annu Satpute 

Thanks for the response.

Your SLA appears happy, in that the Time to First reponse was met within 8h and there is a green ticket.

If its unhappy it appears in red like this:

Looking at my chart in my test system, I've set up a chart.

It shows me:

I'm going to have to go look to see where 551 comes from? I assume its 551 hours for that ticket for the first response, but that doesn't line up, with what the SLA is saying on the ticket.

So, I'm going to go dig a little deeper :-)

Mark

[Annu Satpute]

Hi @Mark Higgins

I appreciate your efforts and time. I will wait to hear from you. I am not a Jira expert though, I will check if I can find anything in the documentation or on the community. 

Best, 

Annu