How to create the lapse time between comments in a ticket

[Oscar Espinoza]

I'm looking to benchmark the attentive timeliness of our support team members to a ticket.
For example, what are the time gaps between the time the ticket is created and the gap time between each comment and resolution? 
Let me know if you need more details. Thank you

[Ramin Shanehsaz _Computerra_]

Without any additional apps, you can create custom fields for the metrics, which will be populated by an Jira automation whenever an issue is commented on, resolved, etc.

[Oscar Espinoza]

Hi Ramin, interesting, can you step me through this concept? Thank you 

[Ramin Shanehsaz _Computerra_]

For the time between the last two comments, you can create a text custom field and an automation as follows:

For the "Edit issue fields" action use the following smart values expression:

{{issue.comments.getFromEnd(1).created.diff(issue.comments.getFromEnd(0).created).prettyPrint}}

See also:

• https://support.atlassian.com/cloud-automation/docs/jira-smart-values-lists/
• https://support.atlassian.com/cloud-automation/docs/jira-smart-values-date-and-time/

For other use cases you can proceed similarly.

I hope this helps!