Tracking time to first comment

[Keary Norcio]

Is there a way to track how long it's been since a ticket has been created to the time of the first comment?

[Ryan Kearney]

For a JSD project, you could create an SLA that would start when an issue was created and would stop at the time of a comment to (or from) the requestor.

[George Mihailoff]

Wondering what is your use case for that?

[Keary Norcio]

We have requirements for our development team to respond to CS in a certain number of days so we can get back to the customer based on Priority. IE P1's are 1 business day, P2's are 2 and P3's are 10.

[George Mihailoff]

Terminology wise it is called Operational Level Agreement (OLA). Maybe instead of the first comment, you could use status change, e.g. ticket moved from "reported" to "in progress". It will be more formal and you can use extra transition logic.

[Craig Willis]

Hi Keary, 

We have the exact same requirement, did you find a way to achieve this?

Craig