8 answers
Hi,
as already suggested, JSM does not natively support Time to Response for resolved issues.
If you are open to solutions from the Atlassian Marketplace, this would now be easy to solve using the app that my team and I are working on, JXL for Jira.
JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you’d do in e.g. Excel or Google Sheets. It also comes with a long list of so-called history columns that aren’t natively available, including time to response, time in [status], time between [status] and [status], and many, many more.
All these history columns are calculated based on the issue's history at a given point in time, meaning that the data is available for all issues retrospectively, regardless of whether an SLA has been defined or not.
This is how it looks in action:
As you can see above, you can easily sort and filter by your history columns, and also use them across JXL's advanced features, such as support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting.
Of course, you can also export your sheet to XLSX or CSV in just one click.
Any questions just let me know,
Best,
Hannes
You can use Jira Rest API's to pull this data. Or as an alternate if your fin to try out mktplace app, take a look at
The app easily calculates the time spent in each status and allows you to group them as well to present a total of the same.
The app is free for 10 users. Do try it out.
Disclaimer : I work for RVS, the vendor for this app
Hi @Stefannie Tan
For these purposes, I can recommend the SLA Time and Report for Jira.
Steps to set up Time to First Response on our addon:
Time to First Response
Choose the project you want to monitor, period, amount of days, and refresh intervals:
After filling in the fields, click the “Save” button. As a result, you’ll get:
I hope I've helped you!
The application has a 30-day trial period and is free for small teams (up to 10 users), so you can check how well it suits you. My team developed it so our support team can help you with the settings
Hi @Stefannie Tan,
Have also a look over this article:
If the issues goes in a specific status (like Waiting Customer) after the response has been given, then you can easily measure it with our Great Gadgets app and then display it on your Jira dashboard in various forms: Control Chart, Trend Chart or Histogram Chart.
See sections #3 and #4 in the article I gave you.
You could start with a 1-month of free trial. If you need any help, feel free to contact us at support@stonikbyte.com.
Hope this helps.
Danut.
Update on May 9th, 2024: Time in Status by OBSS was recently rebranded as Timepiece. It is still the same capable app with the same dedicated team behind it. The answer below mentions the app as "Time in Status" but you can find the app in the marketplace as "Timepiece (formerly Time in Status)".
Hello @Stefannie Tan ,
Unfortunately, SLAs do not work retroactively on resolved issues. This is the way Atlassian has set up the SLA mechanism in JSM. Therefore, if you want to see time-to-response values retrospectively, you will need to use third-party marketplace applications that process issue histories and return reports.
Time in Status which is developed by my team at OBSS, has a report type that will meet your need. Our app is available for both Jira Cloud, and Data Center.
Time in Status mainly allows you to see how much time each issue spent on each status or each assignee.
Status Duration report (please see the screenshot above) which shows how much time each issue spent on each status. You can combine the time for multiple statuses to get metrics like Time to Response ( Response Time), Issue Age, Cycle Time, Lead Time, Resolution Time etc.
For all numeric report types, you can calculate averages and sums of those durations grouped by the issue fields you select. For example total in-progress time per customer or average resolution time per sprint, week, month, issuetype, request type, etc. The ability to group by parts of dates (year, month, week, day, hour) or sprints is particularly useful here since it allows you to compare different time periods or see the trend.
The app calculates its reports using already existing Jira issue histories so when you install the app, you don't need to add anything to your issue workflows and you can get reports on your past issues as well.
Time in Status reports can be accessed through its own reporting page, dashboard gadgets, and issue view screen tabs. All these options can provide both calculated data tables and charts. And the app has a REST API so you can get the reports from Jira UI or via REST. Also you can export the reports in to various formats easily.
Visit Time in Status to explore how our JIRA add-on can revolutionize your metrics measurement process. Enjoy a 30-day free trial to experience the full range of features.
If you wish, you can also schedule a live demo. We will provide a comprehensive overview of the application and address any inquiries you may have.
Hope it helps,
Gizem
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