Time to first response - changing status could also be a response

This is a really useful gadget for us to measure SLA but changing a new ticket to 'in progress' is also a response to the customer. Why does the gadget only consider a comment to be a response? is there a workaround?

5 answers

1 accepted

the workaround we found was to use the 'Average Time in Status' and then filter on issues in new state. this works fine for us since first response by our definition is when something is moved from new to in progress.

I thought this was a bug until I found this thread - as it stands now the gadget should be called "Time to first comment" - the current name is misleading.

I have exactly the same question.

I thought this was a bug until I found this thread - as it stands now the gadget should be called "Time to first comment" - the current name is misleading.

I thought this was a bug until finding this thread - as it stands today this feature should be called "time to first comment" since it doesn't actually show the time to first response (changing the status of a ticket from "submitted" to "in queue" in my case).

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published May 30, 2018 in Marketplace Apps

Three tips for boosting your board's efficiency with Story Maps

Trello is one of the most effective tools for driving your sprints. It's customizable for every Agile team and product owners and Scrum masters (SM) love it. However, Agile teams often struggle with:...

851 views 2 9
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you