Time Spent and SLA Met/Breached

Question

I want to make a report that shows time spent on a issue considering all the holds and working hours. Issue with the time to resolve field is that it shows time remaining for SLA to breach. Apart from this, I also want to show SLA met/breached in a column as well based.

Please note that our agents do not log work time on issues. Is there any possible way to extract such information.

Valeriia_Havrylenko_SaaSJet · Answer

Hi @Scott McDonald 👋

Yes, app accommodate that scenario with Time in Status. For this you simply:

1. Create a Status Group with active statuses called "Cycle time," including "In Progress" and "On review."

2. Create another Status Group named "Lead time" with all statuses.

Easily compare two status groups:

Also you can save this configuration as a preset to easily access to data.

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

Scott McDonald_8k3vx0 · Answer

Hi @Zoryana Bohutska _SaaSJet_ ,

We want to calculate the actual time spent on working the ticket vs the total time the ticket was open.  Will that app accommodate that scenario?

For example: a ticket was open for 3 days, but the technician spent 45 minutes working and resolving the issue.  For management purposes, we'd like to show the 45 minutes vs 3 days.  Is that possible?

Thank you,

Scott

Zoryana Bohutska _SaaSJet_ · Answer

Hi @hmnaqvi

Also, you can consider other solution Time in status for Jira Cloud app - automatically calculate the time each ticket or issue was on each stage of the workflow (in progress, on hold, etc.).

To select issues that have Met or Branched SLA you can use JQL filter (for example "Time to Response" != everBreached())

Also, you can exclude not working hours from a calculation using the Multi-Calendar feature.

Additionally, you can monitor time spend data in graph view for issues you need.

Hope it will help

Regards