Capture first response/first touch time of service desk tickets

[Alexandra]

Hello,

Is there a way to create a field to capture the date and time when an user starts working on a Service Desk ticket? 

We actual need the precise moment of time and not an interval as shown when using SLAs.

Any thoughts?

Examples would be highly appreciated.

Thank you!

[Matthias Gaiser _K15t_]

Hi @Alexandra,

an interesting question for me would be: How do you recognize that someone started to work on a ticket? Does he/she change the status? Or is he/she adding a comment?

I can see multiple options to realize that:

• You can see that information in the issue history. Whenever someone updates an issue, it should be recorded in there.
• You could also create a custom field which will be set when someone starts to work on the issue, by
  • the user manually. You could set it on a screen and make it required so that the users have to provide the value.
  • a JSD automation rule in your service desk. I have to admit, I did not find a way to set the current date here, so I'm not sure if this option is possible.
  • an app like Automation for Jira or Scriptrunner for Jira where you could configure such an automation as well.

These are the options I can think of right now.

Cheers,
Matthias

[Alexandra]

Hi @Matthias Gaiser _K15t_ , 

In order to recognize that someone started to work on a ticket it doesn't matter what field changes. It could be the status, the assignee or a comment can be added. Basically we need to find out the time when a ticket was touched in any way.

Looks like a good idea using Scriptrunner for JIRA. Can scripted fields be used in dashboards or reports? 

Thanks,
Alexandra

[Matthias Gaiser _K15t_]

I agree, that a ScriptRunner sounds like a good idea. You could either

• do that in a ScriptedField or
• implement a ScriptListener which runs on the first issue update and sets a usual custom datetime field to the current time

I'd probably recommend the ScriptListener approach.

[Alexandra]

Thank you @Matthias Gaiser _K15t_ ! I will try the ScriptListener approach first. Great idea!