Metrics used for calculating Logged time in Time Tracking

[Deleted user]

I am a service level agent and am being recorded on the amount of time it takes me to complete a case. I have been monitoring the Logged time under Time Tracking only to find that in most cases it is not accurate. My best guess is that the Logged time counts the amount of time that the web page is open. 

I would like to know what metrics are being recorded to create this value so I do not need to manually edit these values. 

[Deleted user]

What you describe sounds more like they're monitoring your SLAs as opposed to how much time you're *manually* logging. Perhaps the discrepancy lay in the difference between the two, as SLAs are more easily metric-ed than logged work.

Logged Time is specifically that - the quantity of time you are manually logging on a ticket (More (...) --> Log Work --> Manually enter the configured fields for your JSD instance). This is what @Daniel Eads comment is focused on.

SLAs are automatically triggered ticking clocks associated with an issue. I would surmise this is what you're actually being measured against. If you hover over the Time value, it will give you the criteria being used for that SLA.

[Daniel Eads]

Yes - important callout!

The SLA's are grouped under the SLA section and have icons indicating if they are running, paused, stopped, etc.

The Time Tracking fields are in the Time Tracking section and have horizontal bars (and no fancy icons).

[Daniel Eads]

Hey Max,

By default, the Jira time tracking fields are manually updated. There are some things your administrator might have done to tweak this:

• Workflow modifications that count the time between two statuses (like In Progress and Closed) and update the time tracking fields based on that - there are many ways this could have been implemented
• A dedicated time tracking plugin/app - there are several, here are a couple for examples:
  • Clockwork Automated Timesheets
  • Automated Log Work for Jira
• Custom rules for time tracking in the Automation for Jira plugin

Without knowing which of these methods was used to track your time, it's difficult to give you advice on your specific scenario. Your Jira Administrator should have more information about how they achieved this. If they aren't able to help you directly with your question, I'd be happy to take a look once you find out from them what method they used. Plus, getting to know your Jira Administrator is a good way to get more insight on the other plugins available on your Jira instance :) Knowing what's available can make your work easier!

Cheers,
Daniel

[Deleted user]

Thanks for the information, Daniel. I have been told that there isn't a specific widget instead its an on/off feature. Hopefully this helps you in finding exactly what I am being tracked against.