We use JIRA as our support ticketing system, and we consider first response as time of issue assignment, not first public comment.
Is there a way to track how long an issue has spent in the unassigned state?
It seems like VertygoSLA can sort of do this, but the resulting value (consumed time) is not searchable, limiting its usefulness to us, unless I'm misunderstanding the usage of the plugin.
Hey there, Steve.
Apart from the VertygoSLA (https://marketplace.atlassian.com/plugins/com.valiantys.jira.plugins.vertygo.jira-vertygosla-plugin), perhaps you can check on JIRA Suite Utilities (https://marketplace.atlassian.com/plugins/com.googlecode.jira-suite-utilities). I believe that it might be able to cater for your requirement.
There is a built-in Average Time in Status gadget but I don't think that it is enought to fit your needs. (https://ecosystem.atlassian.net/wiki/display/JCHART/JIRA+Charting+Plugin)
Hope this helps!
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