When reporting on time to first respond to incidents and service requests, I see the time that is left to meet the SLA.
For ex: SLA target of 4 hours. Actual first response of 30 min. Jira displays 3.5 hours.
Having different SLA targets it makes it impossible to see what the average is over a period of time.
Is there a way to tweak to first time to respond to show the actual time achieved versus SLA rather than time left?
On Jira server (don’t have Cloud experience) you can as an admin create some fancy diagrams to see an overall trend. When you want to see the numbers because you are more the table guy then I think you can do it with Automation for Jira and a custom field. Create an automation rule that is triggered on you response and calculate the different between now and created. Store the value in you custom field. Done.
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