How does the First response time chart work?

[Annu Satpute]

I'm using the Time to First Response gadget in one of my Jira dashboards. Occasionally, I notice that the average first response time displayed is quite high—sometimes 57 hours, 50 hours, etc.—and I'm unsure how this is being calculated.

For instance, we received a ticket on Friday night, outside of our office hours. According to our SLA setup, the timer stops during weekends and non-office hours. We responded on Monday morning, within the SLA. However, the chart still shows an average FRT of 57 hours.

I'm curious about how this calculation is made, as the long response times displayed on the chart are quite frustrating when I look at the dashboard. :(

Best,

Annu

[Anusha A · Accepted solution]

Hi Annu, 

We recommend using SLA reports that comes with JSM, here is the reference page - 

• https://support.atlassian.com/jira-service-management-cloud/docs/discover-new-trends-with-service-project-reports/ 

Regards,

Anusha A

[Annu Satpute]

Thanks @Anusha A 

[Michael Blake]

You can also have multiple SLA calendars.  If your company does not work on the weekend, omit weekends from the working hours.  If your team covers several time zones, be sure to set the working time based on the timzone your instance is set to, otherwise you may have incorrect timing as well.

[Anusha A · Accepted solution]

Hi Annu,

Thanks for your question on community. 

I would like to give you some context. Users from Jira Service Management may read the name of this gadget and think that it's a way to get a report based on a default SLA in Service projects also called Time to First Response, but it's not.

How it works -

The Time to First Response gadget will show results if:

• Who added the first comment is not the reporter.
• The field [CHART] Date of First Response is present on the screen.
• The context of [CHART] Date of First Response is global.
• The field [CHART] Date of First Response is not hidden on the field configuration level.

Said that, we are tracking below bugs with our developers - 

• Time to First Response bar graph gadget producing strange results
• Time to First Response gadget won't display if average time is less than an hour

I'd advise you to add yourself as a watcher to the bug report, and I've also added a private comment linking this post to the bug report for our developers review. When this bug is in the queue for a fix, the status will change to Awaiting Development, and you will be notified (as a watcher).

Also, please feel free to add any comments you think are necessary and/or important to the bug report. For additional information on Atlassian's bug-fix policy, please visit this guide.

Hope this information is useful. 

Regards,

Anusha A

[Annu Satpute]

Hi @Anusha A

Thank you for the response. This helps. 

A follow-up question - which gadget should be used for tracking SLAs or just First time response for that matter? 

FYI @Mark Higgins, please check the above response from @Anusha A

Best, 

Annu 

[Mark Higgins]

Thanks @Annu Satpute 

[Mark Higgins · Accepted solution]

Hi @Annu Satpute 

In short, it should not.

What does the SLA say on the ticket?

Cheers

Mark

[Annu Satpute]

Hi @Mark Higgins, thank you for the response. When I explored I found the following meaning - 

The hover text states "8h met • 0% of 8h • 09/30/2024, 07:00 PM GMT+05:30", which means that:

1. The 8-hour target to respond is still ongoing, and 0% of the time has passed so far.
2. The deadline for meeting the 8-hour SLA is 7:00 PM (GMT+05:30) on Sep 30, 2024.

Do I need to change anything in my SLA setup? 

Best, 

Annu 

[Mark Higgins]

Hi @Annu Satpute 

Thanks for the response.

Your SLA appears happy, in that the Time to First reponse was met within 8h and there is a green ticket.

If its unhappy it appears in red like this:

Looking at my chart in my test system, I've set up a chart.

It shows me:

I'm going to have to go look to see where 551 comes from? I assume its 551 hours for that ticket for the first response, but that doesn't line up, with what the SLA is saying on the ticket.

So, I'm going to go dig a little deeper :-)

Mark

[Annu Satpute]

Hi @Mark Higgins

I appreciate your efforts and time. I will wait to hear from you. I am not a Jira expert though, I will check if I can find anything in the documentation or on the community. 

Best, 

Annu 

[Devon Stewart]

Hi All,

    Any update on this? I'm interested in seeing a resolution, as we are facing the same issue.

Thanks,

Devon