Calculating Average Resolution Time Using Business Hours in Atlassian Analytics
4 answers
Hi @Vando Goncalves _e-Core_ 👋🏻
Jira itself unfortunately does not have a built-in feature to calculate time differences based on custom business calendar. However, we understand how important this type of reporting can be, and we wouldn’t want this limitation to block your reporting needs.
🌱 If you are open to using third-party solutions, we would like to recommend the Time in Status app. Time in Status is specifically designed to bridge this gap by providing business-hour-based reporting for Jira.
Here is how it can address your requirements:
🌍 Custom Calendars & Time Zones
With the calendar feature, you can define your working hours on a daily basis (e.g., 5:00 AM – 5:00 PM) and account for different time zones. This ensures that Resolution Time is always calculated accurately for your team.
📅 Weekend & Holiday Exclusion
You can easily subtract weekends and public holidays from the total duration, giving you a true operational performance metric.
⚙️ Background Calculation & Scheduler
The app performs all calculations in the background. Thanks to the built-in scheduler, time metrics are automatically updated and kept current, so your reports are always up to date.
📊 Status Groups
If needed, you can configure the calculation for a single status (e.g., “In Progress”) to see the total time spent there.
Alternatively, you can group multiple statuses (such as “In Progress” and “Review”) into Status Groups and calculate the total time spent across those specific stages, rather than just a start-to-end duration.
🏷️ Custom Field Integration
Calculated durations can be displayed as Custom Fields directly on the Jira issue view. This allows agents and managers to see the “Business-Hour Duration” at a glance, both in the issue view and in the issue navigator.
⏳Retrospective Analysis
Unlike some native Jira fields, Time in Status works retrospectively. Once installed, it automatically calculates business-hour-based resolution times for all your historical issues.
If you are looking for a plug-and-play solution that avoids complex SQL workarounds in Analytics, Time in Status provides exactly the functionality you described.
🍀 To learn more, feel free to contact me or explore the application through the Atlassian Marketplace link I’ve provided. 🍀
Disclaimer:I work for the vendor who developed this application.
As an alternate solution, If you would like to try out a mktplace app for this requirement, you can try out
With this app you generate time in each workflow status for multiple issues with multiple filter and grouping options.
With Status grouping feature, can help you define your own issue age time and view the averages of the same. Also the app has 20+ reports to meet a variety of use cases.
Also the app has a custom calendar option to define your working hours and days which will be taken in calculation for time in status.
Disclaimer : I am part of the app team for this add-on
Hi @Vando Goncalves _e-Core_ ,
As far as I know, Atlassian Analytics is still quite limited when it comes to work calendar settings.
If you’re open to trying an alternative, I can recommend an app from my team at SaaSJet.
Time in Status lets you create custom fields that calculate how long each issue spends in a status, as well as other time-based metrics such as lead time, cycle time, resolution time, and more.
The key point is that when you configure these custom fields, you can select the work schedule you need—so all calculations automatically exclude non-working hours, weekends, and holidays (depending on your setup).
Most importantly, these custom fields are available in the Atlassian Data Lake, so you can use them directly when building dashboards in Atlassian Analytics.
Hope this helps!
Helle @Vando Goncalves _e-Core_ ,
Great question, and nice work building the average resolution time calculation in Atlassian Analytics.
Unfortunately, Atlassian Analytics does not currently provide a native way to calculate time differences based on business hours or custom working calendars. All date difference calculations are performed using straight 24×7 time.
Possible approaches
If your use case aligns with SLA definitions, using SLA fields that already respect business calendars is usually the most reliable native option.
However, this only works when the SLA configuration fully matches the reporting requirement.
Another option is using a Marketplace app.
I believe Timepiece – Time in Status for Jira, which is developed by my team at OBSS, has a report type that can meet your need.
Timepiece enables you to calculate key agile metrics such as Resolution Time, Cycle Time, and Lead Time, and also supports aggregations like average, sum, and similar calculations for these metrics.
It additionally provides custom calendar support, allowing working hours, holidays, non-working hours, and even lunch breaks to be excluded from calculations, so reports can be generated based on your defined business calendars.
For shift-based scenarios, you can configure separate calendars and analyze performance by selecting the relevant one.
Timepiece calculates reports using existing Jira issue histories, so no workflow changes are required and historical issues can be analyzed immediately after installation.
Reports are available via the reporting page, dashboard gadgets, issue view tabs, REST API, and can be exported in multiple formats for further analysis.
Disclaimer: Timepiece is developed by our team at OBSS. Sharing this as a potential option in case it helps with your reporting requirements.
Hope this helps clarify the available paths.
Best regards,
Gizem
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