I have searched far and wide but cannot find a solution to something I would have thought would be very easy to do and be already offered.
I would like have a mechanism that would measure the time between comments. Then be able to accumulate/generate a report of the collated time between comments in a ticket.
Alternatively, it would be great if it was possible reset the SLA time everytime a comment is made.
The only way i think you can do this is by implementing a custom listener that captures the Issue Commented event and do the work you need, maybe by storing this data in a custom field or in an external db.
You can implement a listener by scripting with some plugin like scriptrunner or by using plain java.
Hope it helps
Better Excel Plugin can easily implement this report for you as an Excel report.
It already has a workflow report among the default ones, that calculates several customizable time metrics. One of them is "Time to first response", which is the time between the issue creation and the first comment. You could either change its behaviour or add a new time metric to calculate your custom measure.
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