'Resolution Time'' and ''Closure Time'' Dataplane reports issue

[Deleted user]

Hello,

I am currently using ''Resolution Time'' and ''Closure Time'' Dataplane reports to determine the average time from status OPEN to CLOSED for project tickets.

The issue I have with the data is that, in my workflow, a ticket can go from status 'OPEN' to 'CLOSED' (cancelled resolution) without having been in status 'RESOLVED'. Therefore, the ''Resolution Time'' report has inaccurate data as it does not take those tickets into account. 

Also, I have tickets that follow the workflow as such : 'OPEN' - 'IN PROGRESS' - 'RESOLVED' and remain in status 'Resolved' for some time before going to status 'CLOSED' (and some never do!). So, data from the ''Closure Time'' report is also not valid because :
1) Tickets can remain in status 'RESOLVED' for weeks before status is changed to 'CLOSED' so my closure time is inaccurate.
2) Tickets in status 'RESOLVED' are not picked up by the ''Closure Time'' report when I'd want to consider them 'CLOSED' even if not in that status.

Is there a report (or JQL) I could use that would give me the REAL resolution time from ANY open STATUS to either RESOLVED or CLOSED? What would be your recommendations?

Thank you so much!

[Emre Toptancı _OBSS_ · Accepted solution]

Hello @[deleted] ,

First of all, most Jira reports that deal with issue resolution does not care about Resolved or Closed statuses. It all comes down to Resolution system field.

For Jira, an unresolved issue is one that does not have a value for Resolution field. It is usually displayed as "Unresolved" on issues. A resolved issue is the one that has a value (any value) for the Resolution field.

The good practice is to provide some type of Resolution for your issue in all possible end cases. If your issue is resolved successfully then the resolution might be "Done". If it is canceled, the resolution might be "Cancelled", and so forth. If the issue has reached the Resolved or Closed status in any way, it must have a resolution set for it. This way, all Jira reports that rely on the resolution field will function correctly.

In addition to what I said above, you can get very good reports for your needs using our app. Our team at OBSS built Time in Status app for this exact need. It is available for Jira Server, Cloud, and Data Center.

Time in Status allows you to see how much time each issue spent on each status or assigned to each assignee. You can also combine statuses into consolidated columns to see metrics like Ticket Age, Resolution Time, Cycle Time, or Lead Time. For example, you can add a column to the report that includes all statuses in your workflow (except resolved and closed) and see the total time between creation and resolution of the issue.

You can calculate averages and sums of those durations grouped by the issue fields you select. (For example, see the total InProgress time per Epic or average Resolution Time per issue type). 

Below are screenshots that show a custom Lead Time field that shows the total of ToDo and InProgress statuses. The same can be done for any status combination.

    

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.

Using Time in Status you can:

• See how much time each issue spent on each status, assignee, user group and also see dates of status transitions.
• Calculate averages and sums of those durations grouped by issue fields you select. (For example see average InProgress time per project and per issuetype.)
• Export your data as XLS, XLSX or CSV.
• Access data via REST API. (for integrations)
• Visualize data with various chart types.
• See Time in Status reports on Jira Dashboard gadgets (released for cloud, server&DC gadget coming soon)

https://marketplace.atlassian.com/1211756

EmreT

[Deleted user]

Thank you @Emre Toptancı _OBSS_ for the detailed reply. Will definitely look into the ''Time in Status'' add-on! :)

[Mehmet A _Bloompeak_ · Accepted solution]

Hi @[deleted] ,

As an alternative, you can try Status Time app developed by our team. It provides reports on how much time passed in each status as well as status entry dates and status transition count.  For you specific case, inside the report you can group all statuses except "resolved" and "closed" into "resolution time" and get resolution time report exactly as you need.

Once you enter your working calendar into the app, it takes your working schedule into account too. That is, "In Progress" time of an issue opened on Friday at 5 PM and closed on Monday at 9 AM, will be a few hours rather than 3 days. It has various other reports like assignee time, status entry dates, average/sum reports(eg. average in progress time per project). And all these are available as gadgets on the dashboard too.

Here is the online demo link, you can see it in action and try.

If you are looking for a free solution, you can try the limited version Status Time Free. Hope it helps.

[Deleted user]

Thank you! Will discuss with my team! :)

[Valeriia_Havrylenko_SaaSJet]

Hi community! 👋 

For anyone looking for an answer to this question

If you want to track time to resolution, a better alternative is our Time Between Statuses add-on which generates reports of the transition time from one status to another. With add-on you can easily have average time to resolution on the grid.

Or you can switch to histogram chart and get average time by average line.



Try it! Add-on has a 30-day free trial version and free up to 10 users. 
Hope it helps 😌