Auto generated email tickets and start timer

[Samuel Cota]

Hello everyone!  

I'm new and just started to work with this Jira, which is awesome in my opinion.  

I created a workflow which auto generates tickets by receiving emails from my organization, but the real question is: Is there any way to set a timer to those tickets? So, I can count the real time of resolution. I was messing around with the timers on Jira, but I couldn’t figure out. Help!

Samuel

[Alexander Schirmer]

Hi,

you can get the timers set up in "SLAs"

Create an new metric. Choose "Issue created" as a start paramter and "Status: Issue resolved" or something similar for your environment. On the bottom of the page you should delete the target for all open issues and create your own. Aply the SLA only to the issue-type you have set up to be created by mail by filtering the targets with the JQL query. Select a suitable calender, maybe define a goal and you are good to go.

Hope this helps!

Alex