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Why is my First Response time showing 0.00?

Eva Chan March 18, 2024

I am using Power BI to create custom reports with JIRA data, and one is to track First Response SLA and Time to Resolution SLA. 

For a number of my tickets, it is showing the first response time as 0,00. The SLAs on the affected tickets iteself met the targeted Time set in the SLA, but I cannot figure out why it is showing as 0.00. 

I have setup the First Response SLA in my projects as follows:

Time Target = 12h

Conditions:

Start counting time when Issue: Created

Pause counting time during:

- Status: Client Pre-approval

- Status: On Hold

- Status: Waiting for Internal Approval

Finish counting time when:

- Comment: For customers

- Entered Status: Canceled

- Entered Status: In Review 

I looked at the history of some of the affected tickets and believe there should be a calculated value for it. 

For example, 

A ticket was creatd at 5:16pm, and the status was flipped to "In Review" at 5:20pm of the same day -- the time to first first should be 4 mins or 0.07 (if you do 4/60). 

Another example is:

Ticket Created time as 10:15am and status changed to In Review was at 10:43am on the same day. That is 28 mins or 0.47. 

Can someone let me know if this is a bug or I am misunderstanding how First Response is calculated?

 

 

1 answer

0 votes
Vitaly_Berezovsky_SaaSJet
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
March 20, 2024

Hi  

You can install an add-on SLA Time and Report from the Atlassian Marketplace.

 

This is an example of working with the Time to Resolution metric in the SLA Time and Report add-on:

1. Create three new SLAs for the same Project, using the same Work schedule and Start/Pause/Stop conditions as the previous configurations, excluding the Reset SLA – leave it unconditional.

1.png

If you have teams in different time zones and need to calculate SLAs for each group, you can add a Location condition – a custom field value which allows teams to select their time zone on the ticket.

2.png

2. Set the time goals and Limit Exceeded actions for each SLA configuration. In our example, it will be notified via the SLACK channel about Breached time limits.

3.png

 

Breached time for Medium priority

3.png

Breached time for High priority

5.png

Breached time for Highest priority

3. Save all SLA configurations.

4. Finally, select all SLAs as the filter for issues. You can see the time spent on the SLA time goals and identify any that were exceeded or breached through the table report or charts.

6.png

That’s all! Enjoy your work without exceeding the resolution and response time.

 

 

To share the SLA Time and Report’s chart, follow the steps bellow:

  1. Generate the required type of graph.

  2. Click on Capture and Copy 1d48790f1-9522-4493-b232-764fc1b6b615.png

  3. Paste the link you get to the source of the dashboard you use.

 

Let's take Kliopfolio as an example:

1. Click Add source.

bfd9adc5-a530-40cd-aaca-0f53831acf22.png

2. Select the type of source - RESR/URL.

248df5df9-474d-43aa-8baf-d528038edbd4.png

3. Paste the URL you've copied in SLA Time and Report add-on.

36b49a843-3b40-40c2-bc4c-c73f4ac66aee.png

4. Follow all the next settings according to Kliofolio or other dashboard instructions.

 

The application has a 30-day trial period and is free for small teams (up to 10 users), so you can check how well it suits you. My team developed it so our support team can help you with the settings.

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