SLA loop - help with configuring two metrics

[Mr Greg]

Hello,

I have two simple metrics in place - "Time to resolution" and "Time to response" and there's a scenario when "Time to resolution" SLA is paused because ticket is put on "Waiting for customers" status when it should not be, would appreciate some workarounds and tips to solve this.

Scenario

1. Customer creates an incident
2. Technician reports info is missing
3. Customer provides info by updating the incident
4.  "Time to response" SLA is started, so we need to provide a response in N minutes
5. Technician confirm info is received and work can be started and as result - "Time to resolution" SLA is paused and reminder sent to customer that ticket is waiting for response.

Help is highly appreciated, thank you.

[GabrielleJ]

I have faced with the same question by one of our users and I believe there's no other way to calculate this than getting the issue's history, get the transition dates and do your manual computation via a script. I used the JIRACLI tool and a simple shell script to accomplish this:

1.) Query all tickets the that you need to get the History of:

call jira --action getIssueList --search "Project = PROJECT1 AND Status = Assigned"

2.) Parse the results, do a loop query on each ticket and do a "getHistory"

call jira --action getIssueHistoryList  --issue "PROJECT1 -200"

3.) Parse the result, do a "grep" on the particular transition status you like to get and get the date.

"Issue","History Id","Author","Created","Field","Type","From","From String","To","To String"

"PROJECT1-200","4309036","dh371u","2/11/15 4:02 AM","Attachment","jira","","","267613","PROJECT1-200 Attachment.msg" 
"PROJECT1-200","4324739","dl1239","2/13/15 3:58 AM","assignee","jira","SSO_PROJECT1","SSO Bug Bounty","pb1255","Box, Pob (pb1255)" 
"PROJECT1-200","4324777","dl1239","2/13/15 4:04 AM","assignee","jira","pb1255","Box, Pob (pb1255)","wz2912","Zang, Wang (wz2912)" 
"PROJECT1-200","4324794","dl1239","2/13/15 4:05 AM","status","jira","1","Open","10096","Assigned" 
"PROJECT1-200","4324794","dl1239","2/13/15 4:05 AM","assignee","jira","wz2912","Zang, Wang (wz2912)","kb005f","Bara, Krum (kb005f)"

If you want to get when this ticket (PROJECT-200) is transitioned to the "Assigned" status, match the "To String" column to = "Assigned". Then this particular transition happened on the "Created" column.