Help Building Jira Service Management Reports

Question

I’m trying to create some detailed metrics and dashboard gadgets in Jira Service Management Cloud to track against our Managed Service KPIs.
I’ve got the basics (SLA tracking, aged tickets, etc.), but I need help calculating and visualizing more granular timing metrics that aren’t covered by standard SLA reports.

Specifically, I want to report on:

* Total time ticket is open vs number of external responses (average per ticket)

* I’d like to see whether tickets that remain open longer have proportionally more or fewer external updates.

* Ideally, a chart showing average number of public comments vs ticket lifetime.

* Time between responses (max/min)

* Example: If the maximum time between customer-facing responses is 5 days and the minimum is 3 days, that breaches our internal protocol.

* Looking for a way to calculate or visualize the average and range of time between public comments per ticket.

* Time to next response after a customer response

* I want to measure how long it takes for the agent to respond after the customer replies, excluding cases where the next transition is to “Closed”.

* Average number of tickets not updated in >2 days (historical trend)

* I have a live JQL for “tickets not updated in 2 days,” but I’d like a point-in-time trend (e.g. average count per week/month over the last year) that I can report on retrospectively.

I use a mixture of native Jira reports and Dashboards, aswell as a Marketplace app called Dashboard Hub.

Birkan Yildiz _OBSS_ · Answer

Hello @Dan Allenby

That's a great set of questions. You're looking for some very specific and valuable KPIs that, as you've discovered, go beyond what standard JSM reports can easily provide. For this level of granular, time-based analysis, a dedicated reporting app is often the best path forward.

Full disclosure, I'm on the team that makes Timepiece - Time in Status for Jira, and it's designed to help with these kinds of advanced reporting challenges. Here’s how it could address some of your specific needs:

Ticket Lifetime: Our Duration Between Statuses report can calculate the total time a ticket is open (from creation to resolution) with high accuracy. A key advantage is that it can use custom calendars to exclude non-working hours, giving you a true measure of business time.

Time between responses (max/min):

It's possible to calculate the time between responses with Timepiece if you use status transitions. For example, when a ticket is in the 'In Progress' status, it's assigned to our agents. If we calculate the time in this 'In Progress' status, we can see how long the work has been waiting with our agents. However, when it's in the 'Waiting for customer' status, it's the customer's turn to reply. By calculating the time in this status, we can find out how long the customer has kept us waiting.

Time to next response after a customer response:

This is a classic ITSM metric, and Timepiece is perfectly designed to measure it when you use a best-practice workflow. As community experts recommend, you should configure your workflow so that a customer's reply automatically transitions the ticket to a status like "Waiting for Support."

Once you have that workflow, our Status Duration report can measure exactly how long each ticket spends in the "Waiting for Support" status.

This gives you a precise, per-incident measurement of your team's response time, which is the core data you need for your KPI.

Hope this is helpful. Please do not hesitate to ask follow-up questions if you have any.

You can check Timepiece - Time in Status for Jira on the Atlassian Marketplace. Hope this helps you build the reports you're looking for!

Danut M [StonikByte] · Answer

Hi @Dan Allenby,

These metrics can be difficult to calculate even with the help of a plugin.

In JSM, with the default workflow, when an agent replies to a customer, the status of the ticket changes automatically to "Waiting for customer" right after the answer/comment is added. And when customer replies the status changes automatically to "Waiting for support'. If you have a workflow like this, you could make use of time in status (instead of time between comments) to calculate some of these metrics.

I don't know a way for calculating these in Analytics or with the app that you already have, but if you are open to try some other apps from Atlassian Marketplace, I would also recommend our Great Gadgets app, which offers many useful gadgets for JSM as shown in this article: https://community.atlassian.com/forums/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369

Assuming that the workflow statuses change automatically when comments are added by agents or customers, you could measure some metrics with the Time in Status gadget offered by our Great Gadgets app.

Time to next response after a customer response - how long it takes for the agent to respond after the customer replies. This is actually the total or the average time in "Waiting for support" status. You can get this metric overall...

or, grouped by agent:.

Similar to this you might be able to calculate Time between responses (max/min).

Hope this helps.

Danut

Marc Koppelaar · Answer

Hi @Dan Allenby

Your questions are BI related, Jira is not a BI tool.

You could use the API to get the information you require or look at the marketplace foor apps to export you information to a BI tool.

The API and or these tools can get historical data from Jira, this can't be done with JQL.

There is a tool for a purpose and unfortunate Jira is not the tool for BI reporting.

Other options is an upgrade to Enterprise and the additional toll Atlassian Analytics that is the added.