Automatic time tracking in JSM

[Robin Jackson]

Good day all

I hope you are all well.

I am looking for a solution that will enable a JSM agent to track their work time automatically in JSM.

1. Ideally, I need an application that will start tracking the JSM Agent time when the JSM agent opens a work item. 
2. The time tracking must stop when the JSM agent closes the work item.
3. We need to track the total time each JSM agent works on the work item (Has it been open) 
4. We need to track the total time for each work item.
5. We need to be able to report on the time spent per JSM agent

Looking forward to hearing what is out there 

Kind regards

Robin.

[Iryna Komarnitska_SaaSJet_]

Hi @Robin Jackson 👋

If you need automatic tracking, the reliable path in Jira Cloud is workflow + assignee–based timing, not “screen open/close” (Jira doesn’t emit a stable event for opening an issue tab).

What teams typically track:

• Assignee Time – how long each agent owned the ticket (great proxy for agent work time)

• Time in Status / Lead or Resolution time – total time per ticket, and where it sat

• Business-hours only – exclude weekends/holidays via calendars

I’m on the team that builds Time in Status app (SaaSJet). It auto-calculates based on time spent in specific statuses—no manual timers—and allows you to report by agent, queue, or project (plus dashboards/exports).

You can install the trial version or book a demo session where we will help you implement the app into your workflow.