Time to first response - how can a negative 4 hours 30 minutes show up?

[Chris]

I've inherited a report that shows one ticket with a "-4h 30m" for time to first response. This makes no sense at all, given that the time to first response SLA is set to 1 hour. Is this simply implying that the first response time was missed by 4.5 hours? 

Does anyone have a clear explanation of what this data is supposed to mean?

[Piotr Zadrożny _Eyzee_ · Accepted solution]

Hi @Chris 

Yes, it means that "Time to first response" SLA was breached by 4h 30m, so it took 5h 30m to respond to Customer. 

Of course the way Jira measure this time depends on "Time to first response" SLA time metrics configuration (setting correct start, stop and pause counting time).

Best regardsa,

Piotr