Time to First Response
3 answers
Hello @paige_humbert and Welcome to Atlassian Community!
Ok, at first click on Project settings (1) in the left corner, then click on SLAs (2) section:
Afterwards you can see your SLAs list, then click on SLA what you need, Time To First Response (4) in your case, and look at Start configuration (5):
If you can't deal with Start configuration and can't understand what it means, you can share the screenshot of Start configuration and i will try to help you :)
Hi @paige_humbert
If you're looking for a way to track Time to First Response accurately in Jira Service Management, there are a few things to consider.
First, Jira allows you to configure an SLA for Time to First Response, which is typically measured from issue creation until the first public comment from an agent.
To check if your SLA is set up correctly:
- Go to Project Settings > SLAs.
- Ensure that the Start condition is set to Issue Created.
- Set the Stop condition to Comment: For Customers (the SLA stops when an agent adds a public comment).
- Apply an SLA calendar if business hours should be considered.
Alternative Solution: Using add-ons from Atlassian Marketplace.
So, if you’re open to using add-ons, I recommend trying SLA Time and Report, developed by my team. This tool provides more flexibility in tracking Time to First Response and resolving SLA-related challenges.
How SLA Time and Report can help:
- Custom SLA Conditions: Set SLA rules based on agent comments, status changes, or other triggers.
- Real-Time SLA Tracking: Monitor SLAs live with instant updates.
- Detailed SLA Reports: Get insights into met vs. breached SLAs and trends.
The add-on is available for Cloud and Data Center so that you can test its features and determine if it meets your needs.
Feel free to reach out if you have any questions or need help setting it up — I’d be happy to assist!
Hello @paige_humbert ,
Welcome to the community!
Unfortunately, Jira's SLA counters don't work backwards. They start tracking only when an SLA is enabled and won't calculate for issues that are already resolved. That's why you don't see a Breached alert for your closed service requests. The Time to First Response wasn't tracked by Jira for those issues. To find historical SLA breaches, you'll need to extract data from the Issue History. Using a third-party app can make this easier.
Timepiece - Time in Status for Jira ,the oldest and leading "Time in Status" app in Atlassian Marketplace, which is developed by my team at OBSS, has a report type that will meet your need.
The Duration Between Statuses report lets you calculate metrics such as Response Time (Time to First Response), Resolution Time (Time to Resolution), Issue Age, Cycle Time, Lead Time, and more.
Additionally, this report allows you to filter the Response Time metric to identify issues that exceed your SLA limits, making it easy to spot breaches. You can check out the screenshots below for a better idea.
Metric Definition & The Filter:
Final Report showing the Time to First Response Breaches:
The app calculates its reports using already existing Jira issue histories so when you install the app, you don't need to add anything to your issue workflows and you can get reports on your past issues as well. Reports are available via the reporting page, dashboard gadgets, and issue view screen tabs, with both data tables and charts. Timepiece also offers a REST API for seamless integration and supports CSV/XLS exports.
Timepiece is available for both Jira Cloud and Data Center. Let me know if you’d like more information or assistance with your reporting needs!
Hope it helps!
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