Show average response time on issue

[Frederik Krogh]

Hi everyone,

Have any of you a solution to show a customer (on the issue screen in the portal) the expected response time based og similar issue types and priorities?

best,

Fred

[Ste Wright · Accepted solution]

Hi @Frederik Krogh 

You're going to need a third-party App to show SLAs or similar metrics on the Customer Portal - it's not possible to do this natively.

There are feature requests though you can vote for/watch which are somewhat related - including...

• JSDCLOUD-4328 
• JSDCLOUD-553
• JSDCLOUD-325 

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In terms of Apps, there are several options on the Marketplace that might work - including...

• Extension for Jira Service Management
• Advanced Portal Reports for Jira Service Management
• Fields Panel for Jira Service Management (JSM)

Or, look for another App on the Marketplace!

Ste

[Frederik Krogh]

Hi @Ste Wright ,

In terms of the extension apps, I considered that as well. However as I understand it, they only show the SLA target. Is this understood correct?

What I want to show is (based on eg. the last 10 issues with that priority and type) what is the average response time. This could give the customer an idea on how long time they can expect to wait for a response. :)

[Ste Wright]

Hi @Frederik Krogh 

It depends on the App.

This isn't something I've tried - but you could consider if using Automation, you could populate a custom field with the average response time (in hours?), using math expressions, then display the field on the Portal?

Ste

[Frederik Krogh]

Thanks, I will try doing it that way. :-)

[Ste Wright]

Awesome! Let us know how you get on!

Ste