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How can I track an accurate age of tickets that go on and off hold?

Jake Soleil

As the title suggests, we are looking for a way to update our workflows so we can see an actual age for each ticket. Our tickets can go on and off hold multiple times, and we need a way to calculate the how long the tickets are open when they are not on hold. Is this possible? Right now we are running a report and using excel formulas to calculate the age of each ticket, but this is a very manual process.

Accepted answers

Petter Gonçalves

Hello Jack,

I understand that you would like to calculate/sum how much time your issues remained opened, considering all the status but "On Hold" and the Final resolved status. Is it correct?

Calculate and sum how much time the issues spent in each "open" status is something that can not be performing using only JIRA right now, however, there are some plugins that provide this kind of functionality.

The one I already tested is the Time Reports app. This app provides you with the Time Status Report, that gives you the time spent in each status of your issues and the sum of their time. Additionally, you can filter the status of the report by Status Category, including only the relevant statuses you want in the sum:

Screen Shot 2019-08-07 at 16.39.11.png

Let me know if this information helps.

Emre Toptancı [OBSS]

Hello @Jake Soleil

Our team at OBSS created Timepiece - Time in Status for Jira app for this exact need. It is available for Jira Cloud, Server and Data Center.

Using Time in Status you can report how much time each issue spent on each status, each assignee or even each user group. (useful for identifying bottlenecks in your process). You can also see the number of times each status or transition was used (very useful for inspecting reopen counts). Finally you can also create reports on the dates of each issue status transition.

You can produce reports based on the default 24/7 calendar or define your own business calendars with custom workdays and working hours.

Also add system or custom fields as columns to your report and customize the view format of durations.

All data can be exported as XLS, XLSX, CSV.

Emre Toptancı

OBSS

All comments

Petter Gonçalves

Hello Jack,

I understand that you would like to calculate/sum how much time your issues remained opened, considering all the status but "On Hold" and the Final resolved status. Is it correct?

Screen Shot 2019-08-07 at 16.39.11.png

Let me know if this information helps.

Emre Toptancı [OBSS]

Hello @Jake Soleil

Our team at OBSS created Timepiece - Time in Status for Jira app for this exact need. It is available for Jira Cloud, Server and Data Center.

You can produce reports based on the default 24/7 calendar or define your own business calendars with custom workdays and working hours.

Also add system or custom fields as columns to your report and customize the view format of durations.

All data can be exported as XLS, XLSX, CSV.

Emre Toptancı

OBSS

Jake Soleil

Thank you! I will pursue this with out team. This looks to be exactly what we need. I appreciate your suggestion!

Julia Denys [SaaSJet]

Hello @Jake Soleil

You don't have to check anything manually, just use add-ons like Time in Status for Jira Cloud and SLA Time and Report.

With Time in Status for Jira Cloud by SaaSJet, you can track:

Time in Status - automatically determines for how long your issues has been staying in each status
Status Count - calculates how many times an issue has been in each status
Transition Count - shows how many times an issue went from status to status

The add-on is constantly improving, so very soon you can also track:

Assignee Time - report of the time that a particular assignee was in status for each issue
Average Time - grid with an average time spent in statuses for each task
Status Entrance Date - shows the date and time when every issue enter to each status for the first time
Time in Status per Date - sums the time task was in each status at a particular date

Moreover, the reports will soon be presented in charts.

As for SLA Time and Report, you can easily track your issues SLAs and get to know whether the tickets are getting resolved in the given time. Also, you can set SLA timer value and statuses when countdown should be turned on or turned off according to your issues workflow, project, and priorities.

In both add-ons, you can export all the necessary data as XLS or CSV file and set up a teamwork schedule to exclude non-working hours or days.

Let me know if this is helpful to you.

ashish gokhale_2s7sgb

Hi, Can you please help me understand

Does this plugin "Time in Status" share any info of the JIRA ticket or any audit info back to the plugin provider?

Thanks!!

Emre Toptancı [OBSS]

Hello,

Time in Status by OBSS works as a separate service on the internet. In order to prepare the requested reports, it pulls data from your Jira instance and does some processing on its servers. The resulting output is then served to your Jira UI.

In fact this way of working is not specific to Time in Status. This is how all Atlassian Cloud Connect apps work.

The issue data used for reporting is not saved on Time in Status servers and completely discarded after use.

EmreT

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