I have different service request which runs and handle correctly in Jira with an SLA which start when request is created and Stop when request is resolved.
Based on that I try to show on the report Time to resolution vs Time to first response but the problem I have is that I have the same curve which are exactly the same for both label as seen below :
The querry for those 2 series are as below :
Did I miss something which I do not do correctly ?
Note : When I add the time to resolution field on my request form it has no value
Thanks for help in order to display correctly this report
@serge calderara if you observe the above total is coming same.
I mean time of response and ticket of resolution.
Can you select some other days or months were the totals is showing different and check
Your issue is that you have selected the series created for both
time of response and ticket of resolution.
Keep created in series for time of response
Keep resolution in series for ticket of resolution
@serge calderara this depends open your organization SLA.
First Response Time is calculated by simply subtracting the time of the customer request from the time of the initial reply. To see more of a trend over time, calculate the Average First Response Time by dividing the sum of all First Response Time by the number of resolved tickets
@Fahad Siddiqui what do you mean ?
any sample ?
I have the feeling from my graph that the value correspond to the number of issue ( see below )
If I click on the last green point, it shows 4 records which is also corresponding for the 5 count value of time to resolution. Same thing if I click the red point, value seems to match number of issue type count
@Fahad Siddiqui I try to get the following :
A first curve which shows the time which is spend before the first answer is given to user for each issue return and its average
Then a second curve which shows the time spend until resolution for each issue return
using the way we try so far it looks like it simply count the number of issue for each days as it is exactly corrsponding to the counter. This is what I felt is wierd and did not find the logic
My SLA is build as below :
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