Recommendations for Calculating First Response Time Automation

English Forum Developers & API
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Recommendations for Calculating First Response Time Automation

Hi Asana Community,

I’m currently developing an automation in Asana that calculates the First Response Time based on the first comment made after a task is created.

While I have an initial version in place, I’d love to hear your thoughts on the best approach to take for this. I don’t want to get too detailed to avoid influencing your ideas—just looking for some fresh perspectives!

Best regards,
Juan

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I would create the following rule

Trigger: when comment is posted AND “pivot field” says “no”
Action: set due date of date field to today AND change “pivot field” to “yes”

You would need:

  • a date field to store “first answer”
  • a dropdown field called “First answer received” with yes and no as options

Then with a simple formula you can do “first answer - creation time”

Voilà

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Thanks for your reply Bastien!

Sounds logical! The thing it’s that the FTR needs to be calculated but only if the comment if from one of the agent and I’m going to give more context.

We share the an Asana board with each of our clients, so they send request through an Asana form and we address it accordingly. Sometimes the client is the first in responding on the new card because they want to clarify something.

So, actually on my solution I’m using Asana Webhooks and the API to run all the logic and then calculate the FRT.