Question to report on KPI / SLA

Question

Example. A ticket assigned to my team for 1 day, then to a superuser assigned 3 days, back to my team 1 day more, back to superuser for 5 days. When I pull report ticket has been open for 10 days, but I would like it to show 2 days. How do I do that? (I can see in the history part of the jira, that the data is there, but if I pull all data to excel, I can see created date and resolution date (and 2 more), but that will be 10 days.

Can you tell me what to do pls?

brgds

Bjarne Christensen

Zoryana Bohutska _SaaSJet_ · Answer

Are you use Jira Service Desk?

Or you are interested in a solution for Jira Software or Core, (also tickets fro Jira Service Desk) you can try SLA Time and Report.

It let you set SLA timer to on hold when ticket will be assigned to the superuser (or status like waiting for customer etc.). Also, you can configure as start condition for SLA timer assignee from your team(or status like waiting for support etc.).  So at the SLA report, you will receive the real-time ticket was assigned to your team.

Hope it will help you

Mohamed Benziane · Answer

Hello,

Welcome to the community.

You can't do this out of the box. You will need a plugin or work with the API.