Is it possible to see the 'time to first response' in minutes?

[Lalithesh Channu]

Hello everyone,

We want 'time to first response' displayed in minutes. For example, SLA is 8 hours and first response was given in 14 minutes then the time to first response should be displayed as 14 minutes instead of 7h 50m as shown in the SS



I've tried adding a new custom field and automation(SS for Reference)



with smart values added to the above field({{now.diff(issue.created).abs.minutes}}) 
It worked but only on the issues created and responded within the same business day as our SLA uses 9-5 calendar.

We are getting wrong values to the issues created post 5 PM as we are using issue created time in smart values.

Is there any solution or workaround for this to make it work. Your help/answers will be greatly appreciated. 

Many thanks 

[Kateryna_v_SaaSJet_]

Hi @Lalithesh Channu 
If you don't mind using third-party applications and the request is still relevant, here is the alternative solution. You can choose the desired time metric display format for the SLA report with the SLA Time and Report for Jira (developed by our team) add-on.

For example, I made a screenshot of the work report, and you can see many formats. Try the 30-day trial to see how the app works for you. It is completely free for small teams.

[Jack Richens]

Thanks for this thread and the great responses. I've managed to get the Time To First Response function working with your advice @Ste Wright , much appreciated.

I can now see my custom field reporting back Minutes To First Response rounded to the nearest minute. How might I be able to display this in  HH:MM:SS format ? 

[Ste Wright]

Hi @Jack Richens 

You might be able to do this using some further automation - eg.

• Recalculate the numeric values into time, and then...
• Publish it to a text field (as that format isn't possible in a numeric field)

That might take some testing - I'd consider re-asking this question as a new question on the Community - allow others to also weigh in with their ideas :)

Ste

[Jack Richens]

Hello again, 

I've another quick question on this Custom Field. 

If a ticket is raised that is submitted with an attachment, the timing on this custom field does not work and the time field is Null.

Is there a way around this ?

Thanks again for all your help here

[Ste Wright]

Hi @Lalithesh Channu 

I think I've found a method - the way SLA fields are stored isn't the same as standard time fields, so it requires some custom variables.

The rule below:

• Locates the elapsed time of the SLA first, in milliseconds
• It then converts milliseconds into minutes
• Finally, it rounds the number of minutes to 0 decimal places (as prior to this, the minutes are with a decimal point)

A few notes...

• To help ensure the rule runs in order, I've used "re-fetch" actions in between each action grouping
• The "Time in Minutes" field used below is a number field

You can then change things as needed (eg. allowing decimal places).

---

• Trigger: Issue Commented
  • Comment Type = Comment is the main action, Comment added during status transition
• Condition: Advanced Compare Condition
  • First Value = {{issue.comment.size}}
  • Condition = equals
  • Second Value = 1
• Action: Create Variable
  • Name = milliseconds
  • Smart Value = {{issue.customfield_10124.ongoingCycle.elapsedTime.millis}}
• Action: Re-fetch issue data
• Action: Edit Issue
  • Field = Time in Minutes
    • Value = {{#=}}ROUND(({{milliseconds}} / 1000 / 60), 0){{/}}

---

Let us know if this works for you!

Ste

[Lalithesh Channu]

Hello @Ste Wright 

Thank you for your reply. I've tried this method using manual trigger to test it out first and it worked perfectly in the test project. But when I tried the same automation on live project I'm getting this error. Adding SS for reference 

I'm not sure why this is happening, both the projects have same SLA. Any idea as to why the same automation is working in one project and throwing an error in another??

Many thanks

[Ste Wright]

Hi @Lalithesh Channu 

I saw this error whilst I was testing - what the exact value you've entered into the "Time in Minutes" field? 

Ste

[Lalithesh Channu]

Hello @Ste Wright 

I've entered the same value which you've provided and used the same automation to run tests. It worked well in Test project but no luck with the live project.

[Lalithesh Channu]

Hi @Ste Wright 

This is working fine when I use Issue Commented as Trigger and I've added one more step so that this will only run when the assignee adds a comment rather than Customer/user. 

Is it possible to add one more condition which is ' this should run only when assignee adds a first comment and not on the later ones'

Best regards

[Ste Wright]

Hi @Lalithesh Channu 

Has the other error cleared up now?

For the other requirement, an Advanced Compare Condition would be able to check how many comments an issue has (in general) - this should work:

• First Value = {{comments.size}}
• Condition = Equals
• Second Value = 1

^ But this isn't per author.

Is this sufficient?

Ste