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Actual resolution time to the Jira Service deks report

Van Dijk

I need a report of the customer cases in latest months and there needs to be the time it has taken to resolve. There is this colum "Time to resolution" (when make the JQL search) but as my understanding it gives the actual time from creating to resolved and do not decrease time in case we have waited customer input in order to continue with the case. When I hoover over that column, it says SA goal xx time and Actual time xx. So is the actual time spent in the investigation? How do I get these information to the JQL and to report?
I make reports by JQL query and then export them as csv.

Thanks!

Accepted answers

Max Foerster - K15t

Hi Mari,

"Time to resolution" is a default SLA that will be created together with a Jira Service Desk project. Looking at it in the project settings shows the following configuration:

So unless you haven't changed anything and added a pause condition you're right that the time has been running from the issue creation until a resolution has been set and you will have a hard time to report like you want to. So try to set up your SLAs first according to your reporting needs.

Best, Max

All comments

Max Foerster - K15t

Hi Mari,

"Time to resolution" is a default SLA that will be created together with a Jira Service Desk project. Looking at it in the project settings shows the following configuration:

Best, Max

Van Dijk

Thanks. I got the SLA's correctly and it is paused during waiting customer info. But still the time in the column is something else I excpected.

So the SLA goal for the case is 16h

Counted hours are between 8-16 in a day

Case is created 9:45 and resolution was set 19:42, so the total time for resolving 6h 14min (which shows as actual when you hoover over the colum), but in the actual time to resolution it says 1d 1h (and as green as SLA's met).

I am afraid that customer now sees this in excel that reolution took 25hours solving time? Maybe I am wrong, but I would like that "actual" time also as column to the report to make it clear. Do you know if that is possible?

Max Foerster - K15t

Hi Mari,

so:

the issue should show the time left to meet the goal which is your 1d 1h, because 16h goal - 6h 14min equals 9,75h which roughly translates (depending on your time tracking settings for hours per day!) to 1d 1h.
the actual it took is the 6h 14min you see when hovering over the SLA.
Don't worry too much about the excel because you can't export those values by default in Jira anymore. So I guess you have a third-party app for that? And then you either have to convert the values to hours or have to explain that 1d = 8 hours of work. But that should be pretty clear to a customer as long as your not working 24/7 and talking about business days.

Does this answer your questions?

Best, Max

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