Average time to resolution over 30 days

[ckopanon]

Is the only way to get the average time to resolution in a dashboard through an app or can this be done with Jira's built-in features? If it can be done with existing built-ins, how can this be done?

[Pallavi Shirodkar]

Hi @ckopanon 

Please check this once

Without the requirement for apps, Jira Service Management's integrated Resolution Time device shows the average time to resolution on dashboards.
The

Get to the Device
Go to your dashboard, select Add device, and look for "Resolution Time" under the Jira Service Management reports section. Set it up by choosing projects, grouping (by week or assignee, for example), and time period (last 30 days, for example).
The

How It Determines
The device calculates the average resolution time, which is displayed in bar charts for each period without accounting for SLAs or business hours, by deducting the issue's creation date from its resolution date for resolved issues. Supporting statistics like total and average times are provided by data tables.

To learn more about Timepiece, check it out on the Atlassian Marketplace.

[ckopanon]

thank you but this is not what we are looking for. This is not showing the average resolution time but rather its showing the average number of days that resolved issues were OPEN in the last 30 days. I am just looking for the average time it took to resolve an issue for the last month.

[Rahul_RVS]

Hi @ckopanon 

You can use Jira Rest API's to build your own custom solution or If you would like to try out a mktplace app for this requirement, you can try out

Time in Status Reports 

With this app you generate time in each workflow status for multiple issues with multiple filter and grouping options. 

The "Average Time in Status" report with Status grouping feature, can help you define your own resolution time and view the averages of the same. Also the app has 20+ reports to meet a variety of use cases.

More details here.

Disclaimer : I am part of the app team for this add-on

[Eduardo Anflor - MindPro]

Hi, @ckopanon 

I am unsure if you can get this information out of the box in JSM beyond the basic stuff. Also, the available reports are graphically limited and do not offer a good customization level. If you want a more advanced option, you need to look for a marketplace app. If you are open to that, I recommend Mindpro Graphy. I work at Mindpro, and I think this app can help you with your use case.

You can easily create dashboards that can be shared with internal users or external customers via the customer portal. There are over 50+ gadgets you can choose from to create your dashboards.  

Beyond pre-loaded gadgets, you can also create your own, using the custom charts available. You can filter the entire dashboard by Incident or any other request type.

The gadgets are interactive, which means you can filter the entire dashboard when you click on a chart segment.

Using your example, I quickly created a dashboard where I can see the TTR information in two different ways:

1 - A card, which shows the TTR average days

2 - A line chart, which shows the TTR along the selected period, with the ability to establish a goal and indicate that in the chart:

I hope that helps.

Regards,

Eduardo

[Birkan Yildiz _OBSS_]

Hey @ckopanon 

Native Jira gadgets can give you a rough idea, but they are often limited because they calculate time 24/5 (including nights) and don't always give you a precise "average" number for a specific custom timeframe like the last 30 days.

Timepiece - Time in Status for Jira's Duration Between Statuses report is designed to give you this exact metric.

You can define a custom "Resolution Time" by selecting the first status (e.g., Issue Creation) and the last status (e.g., Resolved) of your workflow for any time frame, like the last 30 days. (Pro Tip: You can create these reports immediately after the installation, as Timepiece gathers data from Jira's history).

The report will list the resolution time for every issue. After that, it calculates the Average for that specific set of issues.

This gives you a precise, exportable average. To learn more, you can check Timepiece's Atlassian Marketplace page. Hope this helps!

 Full disclosure, I'm on the team that develops Timepiece - Time in Status for Jira by OBSS.

Best,
Birkan

[Danut M _StonikByte_]

Hi @ckopanon,

Unfortunately the native Jira dashboard gadgets are quite limited when it is about measuring average time to resolution over 30 days...

You could try Jira's Resolution Time gadget configured to group data Monthly. This way, you get the average resolution time displayed monthly, but not necessarily for the past 30 days - it will display the average since the beginning of the current month and for the past months.

 

For something better, you could try an app from Atlassian Marketplace. In case you want to try an app, our Great Gadgets app offers all you need to measure the average time to resolution. See some examples.

With the Cycle Time Trend gadget you can display the average resolution time along with the trend line (linear or polynomial) and overall average.

With the Control Chart gadget you can display the issue resolved in the past 30 days along with the average resolution time and SLA breaches

These gadgets offer also a Data tab with details for individual issues. Find more here: https://community.atlassian.com/forums/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369

Hope this helps.

Danut.

[Anastasiia Maliei SaaSJet]

Hi @ckopanon 

I’d recommend using the Time Metrics Tracker | Time Between Statuses by SaaSJet app. It’s specifically designed to measure time-related metrics such as Resolution Time and average time, and it automatically calculates the arithmetic mean for you, so you don’t need to build complex reports manually.

With this app, you can:

• track custom time metrics between any workflow statuses

• monitor averages directly on Jira dashboards through Agile Metrics gadgets

• quickly identify bottlenecks and outliers using visual reports like Scatter Plot

In short, it fills the gaps of Jira’s built-in reporting and provides clear, real-time visibility of how long work items take to progress and get resolved.