How to report the date and time of a ticket comment and the time the ticket was resolved.

[Michal Frejka]

Hi everyone,
a client of my company reports bugs and other issues through Jira and since we commit to respond and fix bugs within the promised time, I need some way to report the date and exact time of the first comment under the ticket and the resolution time of the ticket.
The main information that the report needs to include - the ticket name, the date and time of at least the first comment, which indicates the response to the ticket (not necessarily related to the status change to "in progress" or else), and the resolution date and time of the ticket.
I don't mind if the report also contains other data, which I can simply delete.

Is there any way to make such a custom report without any third-party tools?

Thank you in advance :-) 

[Hannes Obweger - JXL for Jira · Accepted solution]

Hi @Michal Frejka

this feature is available out of the box in JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing (and where it makes sense, editing) all your issue fields, including a number of special fields such as "Date of first comment". You can also sort, filter, and even group your issues by these fields, and easily export your view to Excel or CSV.

Here's how your use case could look in action:

More info about JXL at https://jxl.app. Disclaimer: I work on JXL :))

Best,

Hannes

[Mark Segall]

Hi @Michal Frejka and welcome to the community.  You could try something like this with automation:

1. Create a custom field to capture the 1st comment date
2. Create an automation rule as follows:
   1. TRIGGER - Issue Commented
   2. CONDITION - <Custom Field> IS NOT EMPTY
   3. ACTION - Edit Issue
      1. Set custom field to the smart value {{now}}

Note - As far as I can tell, you cannot grab the comment date so it'll be off by a few seconds depending upon how fast the rule fires, but it should not be so far off that it's not good enough for reporting purposes. If you're needing down to the exact second of that time stamp, you'd need a 3rd party app like ScriptRunner.

For reporting, you would just ensure these fields are available in your report:

• Summary
• Custom Field
• Resolved

[Emily Fox]

The CONDITION would need to be IS EMPTY. This was really helpful, thank you!

[Lauma Cīrule]

Hi @Michal Frejka 

If you would be interested in a third-party app for reporting, you can check out eazyBI. 

While the first comment date is not one of the standard fields eazyBI imports from Jira issues, there are options for achieving this. Here is an example in the eazyBI community: https://marketplace.atlassian.com/apps/1211051/eazybi-reports-and-charts-for-jira?hosting=cloud&tab=overview.

Once you have the date, you can create various reports where you see it for a particular issue and aggregate it with other issue information.

Let me know if you have further questions regarding eazyBI!
Lauma / support@eazybi.com