Time tracking metrics

[Manuel Bernardino Marques da Silva]

In confluence i want to be able to, using jira filters, see the 

Average time to resolution (Time in between opening a ticket and the resolution statuses);

Average waiting time (since the ticket is opened until someone responds to the ticket);

Average execution time (Time in between opening to closure minus the time in status like "Waiting for customer" etc );

And the time in a x status , like the time a issue was in the "feedback" status

Is there any "Free for all teams" app that allows me to do this, or any native solution within jira?
Thanks

[Tomislav Tobijas]

Yeah, natively that's a no.

I mean, you could have some custom fields where you would calculate and store those values (via automation, I guess) and then simply use Jira work items macro to display that.

I'm not sure about Marketplace solutions, but you could probably 'Forge it' and build some custom solution - either in Jira or in Confluence 👀

[Danut M _StonikByte_]

Hi @Manuel Bernardino Marques da Silva,

As far as I know, meeting these requirements is not possible using the native Confluence features.

My advice is to search for an app on the Atlassian Marketplace that offers these capabilities.

If you would like to try an app, all your requirements can be easily fulfilled using the macros provided by Great Gadgets for Confluence - an app developed by my team.

#1 Average time to resolution (Time in between opening a ticket and the resolution statuses);

Depending how you want the data to be displayed, this can be easily measured by using any of these macros: Control Chart macro, Histogram Chart macro, Cycle Time Trend  macro, or even Time in Status macro.

#2 Average waiting time (since the ticket is opened until someone responds to the ticket);

If the answer changes the status (for example from New into Waiting Customer) this can be easily measured by using any of these macros: Control Chart macro, Histogram Chart macro, or Cycle Time Trend  macro.

#3 Average execution time (Time in between opening to closure minus the time in status like "Waiting for customer" etc)

This can be easily measured by using the Time in Status macro, configured to exclude the Waiting for customer customer.

#4 The time in a x status , like the time a issue was in the "feedback" status

This can be easily measured by using the Time in Status macro.

Here is an example. You can display data as chart and/or table.

For more details on how to use these macros see this article: https://community.atlassian.com/forums/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369

Danut