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How can I graph the time between ticket creation and assignment?

Arnold Ng

The more detailed question I'm trying to ask is, 'On the average, how long does it take for a team to pick up a ticket once an issue has been reported to them via a Jira ticket?'

The answer would be in the form of, 'On the average, it takes X hrs for the team to assign a ticket to a team member.'

I'm trying to view how long it takes for a ticket to be assigned once it has been created in a Jira project. Is there a way, natively within Jira, to quickly graph this historical data?

In the history log, I can see the date when the ticket has been created.
I can also see when the assignee field has changed.

Can this data be imported to EazyBI? If so, how?

Thanks for reading.

Accepted answers

Ste Wright

Hi @Arnold Ng

EazyBI isn't something I have specific experience in, but a quick look in their support pages and I found this page which might be of use.

There is also some detail on advanced data import options here.

Let us know if utilising this data gives you what you need

Ste

All comments

Lenin Raj

Hi @Arnold Ng

An issue's change log history can be accessed via REST API: https://developer.atlassian.com/cloud/jira/platform/rest/v3/#api-rest-api-3-issue-issueIdOrKey-changelog-get

Get change logs

GET /rest/api/3/issue/{issueIdOrKey}/changelog

Returns all changelogs for an issue sorted by date, starting from the oldest.

This operation can be accessed anonymously.

Using this data, you can find out when each ticket was created and assigned to someone. You can find the average if you get this data individually for all issues.

Hernan Halabi

Hello @Arnold Ng I'm pretty sure that we have done this for our customers using service desk SLAs and eazybi. Do you have both or just the second one?

Ste Wright

Hi @Arnold Ng

EazyBI isn't something I have specific experience in, but a quick look in their support pages and I found this page which might be of use.

There is also some detail on advanced data import options here.

Let us know if utilising this data gives you what you need

Ste

Lauma Cīrule

Hi all,

@Ste Wright is correct about the Issues history import to eazyBI to get the first assigned date. But these measures are not created automatically. The following formula would get the first assigned DateTime

TimestampToDate((
  [Measures].[Transition to first timestamp],
  [Transition Field].[Assignee]
))

To calculate average you can use the following formula

Avg(Filter( -- average
  Descendants([Issue].CurrentMember, [Issue].[Issue]), -- filter set of issues
  IIF([Time].CurrentHierarchyMember is -- if they are created in current time
    [Time].CurrentHierarchy.DefaultMember, 
    1,
    DateBeforePeriodEnd(
      [Issue].CurrentHierarchyMember.Get('Created at'),
      [Time].CurrentHierarchyMember) AND
    [Measures].[Issues created] > 0) -- and other report context
    ),
  NonZero(DateDiffDays( -- difference in days. Multiply this with 24 to get hours
    [Issue].CurrentHierarchyMember.get('Created at'),
    TimestampToDate((
      [Measures].[Transition to first timestamp],
      [Transition Field].[Assignee]
  )))
))

Lauma / support@eazybi.com

Arnold Ng

Just the second, eazybi.

Arnold Ng

I have put in a request to our Jira admins to enable 'Import issue change history' and will try this solution once enabled.

Thanks!

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