Tickets With First Response < 24h

[Paul Tiseo]

I'm not sure I understand how the "Time To First Response" field works.

When I query for all Service Desk tickets created in the last 30 days in my project (project = nnn and created > -30d and issuetype not in (epic)) I get 382 hits, which is about right. In the first tickets, I see one with a green check and a value of 1h 34m.

I want the subset where the first response was within 24h, so I modify the query to add "and "Time to first response" <= 24h". I get 31 tickets. Way too low. Also, the ticket above isn't in the list.

What am I doing wrong?

[Kirkie]

For queries involving time to first response you must use parameters in the following manner: Parameter can be a state function (paused(), completed(), running(), breached(), everBreached(), withinCalendarHours()) or duration function (elapsed() or remaining()) taking a duration as argument, or directly a duration. Example of valid durations : "5h", "1h 35m", "120m"). So you can't simply run "time to first response" <= 24h. You need to have an SLA in place that is for 24 hours and then you could check if it were breached.