SLA - tracking 'first response' date-time + export in Excel

Good morning,

In Jira, in order to report to customers in terms of respect of SLAs, we report on resolution time, via the time difference between the fields 'resolution' and 'creation'.

Similarly, we have a SLA on first response time, which is only 2 hours; so we need nor only to store the date, but also the time.

Questions :

  • is there a standard field in Jira that stores the date-and-time of this 'first response' ? via a change of status ? or via a first comment ?
  • is there a sql function to retrieve the date-and-time of the first comment ?
  • is there a sql function to retrieve the date-and-time when the status was changed from open to another status ?
  • if this event is not recorded time-wise, how could we create this custom field ? and of course how to make sure that the date-and-time is recorded when this custom field is updated ?

And of course, we would like to have the stats in a query, so that we can export it to an excel file.

Sorry for the vague question, but thank you all for your hints / inputs :-)

Alain

1 answer

1 accepted

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Accepted answer

Hi Alain,

By default there is nothing in JIRA that gives you a way to track first response time. You have to build some custom solution.

You can write/find a custom listener that listens on all events and populate a field with current timestamp. Do a check if its empty before populating so it will be done only on first response.

Few ways to write a listener would be using JIRA JAVA API or Script runner plugin.

There are some plugins that may give this functionality. You can also use JIRA Service Desk to do SLAs better.

https://marketplace.atlassian.com/plugins/com.atlassian.servicedesk

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