Is it possible to monitor and track spent time on Playbooks?

[Kristine Sube]

Im wondering if there is
any possibility to track spent time on working with Playbooks? 

In my case a playbook would be a kind of OLA (organisation level agreement) for internal Teams ad would include steps to resolve the issue. And i would like to measure the spent time on walking trough Playbook Steps in different stages - without Add-On's, just using standard functions of Jira oder JSM. 


Does any of you have idea or advice? 

Best Regards, 
Kristine 

[Marc -Devoteam- · Accepted solution]

Hi @Kristine Sube 

Welcome to the community.

A playbook has an execution log this displays the duration of the playbook, also see documentation https://support.atlassian.com/jira-service-management-cloud/docs/run-a-playbook-and-view-outputs/ 

There is no option for measuring playbook steps.

[Kristine Sube]

Hi @Marc -Devoteam- , that you! That was a good advice! 
I think i will try to use Automations Logs and sum up the Values trough Smart Value Functions. 

[Marc -Devoteam-]

Hi @Kristine Sube 

Please accept my answer as a solution, if my answer helped to solve or provide a workaround to your request.

This will help other community member trying to solve the same or provide them with a work around

P.S. If the answer is very valuable to you, please share some kudos.

[Birkan Yildiz _OBSS_]

Hey @Kristine Sube ,

You're likely discovering, native JSM reports and SLAs are great for tracking total time (like Time to Resolution), but they aren't designed to easily show the granular time spent in each individual step of an internal process or playbook.

For that level of stage-by-stage measurement, a dedicated reporting app is the most direct and reliable solution.

Full disclosure, I'm on the team that makes Timepiece - Time in Status for Jira, and it's designed for this exact purpose.

If your 'Playbook Steps' are set up as statuses in your workflow (e.g., 'Triage', 'Investigation', 'Escalated'), our Status Duration report will instantly show you exactly how much time each ticket spends in each of those stages.

Crucially for your OLA tracking, you can use our Custom Calendars feature. This lets you exclude non-working hours (like nights and weekends) from the calculation, so you're measuring your team's actual business hours spent on each step, not just 24/7 calendar time.

You can check Timepiece on the Atlassian Marketplace. Hope this helps you get the OLA metrics you need!

[Alina Kurinna _SaaSJet_]

Hi @Kristine Sube 

While Jira and JSM do not offer native, granular tracking for this type of flow without workarounds, I’d recommend an alternative and scalable approach.

If you're open to using Marketplace apps, I’d suggest trying SLA Time and Report for Jira, developed by our team at SaaSJet. It’s specifically designed to help you measure time across defined workflow stages, and it works great for internal agreements and playbook flows.

How to set it up for your use case (OLA / Playbook tracking):

• Define SLA goals for each Playbook stage or key transition.
• Use Start and Stop conditions to track time per stage:

Example: Start when issue enters “Step 1: Diagnose” → Stop when it moves to “Step 2: Execute”.

• Optionally, add Pause conditions (e.g. “Waiting for Info”) to avoid tracking idle time.
• You can track SLAs by team, component, label, or any custom field that reflects your internal responsibilities.
• Multi-cycle and Reset SLA logic lets you measure time per phase, not just once per ticket.

This allows you to track actual time spent per step, monitor efficiency, and compare performance across teams or playbooks – without any manual logging.

Bonus: SLA Reports & Dashboards

• Visualize performance with Met vs Exceeded charts.
• Use SLA reports per context (by team, playbook, priority).
• Embed SLA charts in Jira dashboards for real-time tracking.

If you're set on using Jira/JSM native only, you’d need to create custom fields and build complex automation rules to simulate this logic, which may run into automation execution limits. Our app handles this outside of Jira’s automation engine.

If you’re interested or have questions about setup, I’d be happy to help! 😊

Regards!