Tracking response time to a JIRA issue by certain users

[Karen O_Regan]

Hello!

I want to track the time of the 'first response' (comment) made to a ticket from certain users.

To explain better:

Our organisation uses JIRA to log tickets from external users. We need to provide a response (comment) to the external user that the ticket has been received within 24 hours. The ticket does not have to be resolved yet - just acknowledged. Our team of 'first responders' are a short list of users (<10 people). Is there JQL filter to search for issues with comments by certain people within a given time period?

Ideally, I would like to create a dashboard to show 'first response time' or 'average response time' to make sure we hit our deadline of 24hrs!

I am very new to JQL and JIRA so I am asking here. I appreciate any feedback.

Thanks!  :)

[Mariana_Pryshliak_Saasjet]

Hello @Karen O_Regan 

SLA Time and Report for Jira approaches for your issue perfectly.  You just need to set your SLA for 1 cycle and choose a "Stop" option for a comment. Tha't all!

Hope it helps

Regards, Mariana.

[Janis Plume _eazyBI_]

Hi,

eazyBI app for Jira allows creating a custom calculation to find the time a specific user creates a comment for the issue.

eazyBI allows to build custom calculations on such date and report the SLA based on the date.

You are welcome to install the app's trial version and contact support once you have specific questions on the implementation.

Kindly,

Janis, eazyBi support

[Rahul_RVS_Support]

Hi @Karen O_Regan 

Welcome to the community !!

You can try out our app to get this data.

Time in Status Reports 

The add-on provides the time in each status for the entire lifecycle of the issue and you can filter by issue type as well. You can also combine your statuses to define your lead/cycle/resolution time and also extract the transitions history of the issues. The main features of the app are as below

• More than 8 types of Time in Status Reports. Excel Export available for all status reports.
  
  • Time in Status
  • Time with Assignee
  • Time in Status with Assignee
  • Time with Assignee per Status
  • Status/Assignee Count
  • Multiple Transition Reports
  • Avg Time in status reports
• Status grouping
• Save your reports
• CSV Export
• Multiple chart types
• Dashboard Gadget

[Emre Toptancı _OBSS_]

Hello @Karen O_Regan

The recommended approach here would be to move the issue to another status when you respond to the customer.

In you use this case, our team at OBSS built Time in Status app for this exact need and more. It is available for Jira Server, Cloud, and Data Center.

Time in Status allows you to see how much time each issue spent on each status and each assignee. 

     

The app also has Duration Between Statuses report that shows the duration between two statuses.  

  

For all numeric report types, you can calculate averages and sums of those durations grouped by the issue fields you select. For example total in progress time per customer (organization) or average resolution time per week, month, issuetype, label etc.

 

And the app has a REST API so you can get the reports from Jira UI or via REST.

The app calculates its reports using already existing Jira issue histories so when you install the app, you don't need to add anything to your issue workflows and you can get reports on your past issues as well.

Time in Status reports can be accessed through its own reporting page, dashboard gadgets, and issue view screen tabs. All these options can provide both calculated data tables and charts.

Using Time in Status you can:

• See how much time each issue spent on each status, assignee, user group and also see dates of status transitions.
• Calculate averages and sums of those durations grouped by issue fields you select. (For example, see average InProgress time per project and per issue type.)
• Export your data as XLS, XLSX, or CSV.
• Access data via REST API. (for integrations)
• Visualize data with various chart types.
• See Time in Status reports on Jira Dashboard gadgets

https://marketplace.atlassian.com/apps/1211756/

EmreT

[Mehmet A _Bloompeak_]

Hi @Karen O_Regan ,

Natively, it is not possible with JQL.

If the first responder also changes the status of the issue (for instance from New to InProgress) then Status Time app developed by our team can help, then the time spent in New status is the what you will be looking for.

In general the app provides reports on how much time passed in each status. By grouping statuses you can get cycle time(E.g from in progress status to done status). You can also export the report as CSV and open it in excel.

Once you enter your working calendar into the app, it takes your working schedule into account too. That is, "In Progress" time of an issue opened on Friday at 5 PM and closed on Monday at 9 AM, will be a few hours rather than 3 days. It has various other reports like assignee time, status entry dates, average/sum reports by any field(e.g. average in progress time by project, average cycle time by issue creation month). And all these are available as gadgets on the dashboard too.

Here is the online demo link, you can see it in action and try without installing the app. Hope it helps.