Please explain time to resolution report

[lgolden]

We are one month in to using JSM and so I started using the built in reports and I cant get the time to resolution or time to first response reports to make any sense.

I tried matching the report with a filter and calculating with excel and I got more confused.

I would like to be able to understand these metric so would someone be able to explain or point me to some documentation?

[Joseph Chung Yin · Accepted solution]

@lgolden -

For JSM, have you had a chance to review the on-line documentation in relates SLA content - 

https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/

https://confluence.atlassian.com/jirakb/how-does-the-service-management-time-to-resolution-report-work-859509141.html

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.