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.
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 :-)
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.
I’m a designer on the Jira team. For a long time, I’ve fielded questions from other designers about how they should be using Jira Software with their design team. I’ve also heard feedback from other ...
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