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reports on time in status

Scott Kredo

Hello,

We manage our Service Desk in Jira, and within the life cycle of a service desk ticket it goes through several statuses (in work, waiting for customer, waiting on R&D, pending approval...) . I want to generate a report showing the average time tickets spend in each status during their life span. But I cannot figure out how to do so.

I would think this is a pretty elementary report.

Thank you for your help

Accepted answers

All comments

Rahul_RVS

Hi @Scott Kredo

For a readymade solution, to get this data you can try out our app.

Time in Status Reports

The add-on provides the time in each status for the entire lifecycle of the issue and you can filter by issue type as well. You can also combine your statuses to define your lead/cycle/resolution time and also extract the transitions history of the issues. The main features of the app are as below

More than 8 types of Time in Status Reports. Excel Export available for all status reports.
- Time in Status
- Time with Assignee
- Time in Status with Assignee
- Time with Assignee per Status
- Status/Assignee Count
- Multiple Transition Reports
- Avg Time in status reports
Status grouping
Save your reports
CSV Export
Multiple chart types
Dashboard Gadget

Time in Status.png

Jack Brickey

Indeed this is an often asked question and I truly wish Atlassian would build this in. However it’s not there out of the box. As Rahul offers there are Marketplace apps available.

Mehmet A _Bloompeak_

Hi @Scott Kredo,

There is a good solution for your request - Status Time Reports app developed by our team. It can display average time spent on specific statuses.

It provides reports on how much time passed in each status. It has grouping feature so that by grouping statuses(In Progress → In Review → Done) you can get total time. You can also export the report as CSV and open it in Excel.

Once you enter your working calendar into the app, it takes your working schedule into account too. That is, "In Progress" time of an issue opened on Friday at 5 PM and closed on Monday at 9 AM, will be a few hours rather than 3 days. It has various other reports like assignee time, status entry dates, average/sum reports by any field(e.g. average in progress time by project, average cycle time by issue creation month). And all these are available as gadgets on the dashboard too.

Here is the online demo link, you can see it in action and try without installing the app. Hope it helps.

Emre Toptancı [OBSS]

Hello @Scott Kredo

If you also have Jira Software, Control Chart of the Kanban boards might help a little about this. But I should note that the Control Chart in Jira offers very limited flexibility in terms of report parameters.

For much greater flexibility and detailed reporting options, our team at OBSS built Time in Status app for this. It is available for Jira Server, Cloud, and Data Center.

Time in Status allows you to see how much time each issue spent on each status and each assignee.

tisCloud_StatusDuration_LeadTime_with Estimates.png

You can combine status times into Consolidated Columns to get metrics like Cycle Time, Lead Time, Resolution Time, etc.

For all numeric report types, you can calculate averages and sums of those durations grouped by the issue fields you select. For example total in progress time per customer (organization) or average resolution time per week, month, issuetype, request type, etc.

tisCloud_StatusDuration_LeadTime_Average_TimeGrouped.png

And the app has a REST API so you can get the reports from Jira UI or via REST.

The app calculates its reports using already existing Jira issue histories so when you install the app, you don't need to add anything to your issue workflows and you can get reports on your past issues as well.

Time in Status reports can be accessed through its own reporting page, dashboard gadgets, and issue view screen tabs. All these options can provide both calculated data tables and charts.

Using Time in Status you can:

See how much time each issue spent on each status, assignee, user group and also see dates of status transitions.
Calculate averages and sums of those durations grouped by issue fields you select. (For example, see average InProgress time per project and per issue type.)
Export your data as XLS, XLSX, or CSV.
Access data via REST API. (for integrations)
Visualize data with various chart types.
See Time in Status reports on Jira Dashboard gadgets

https://marketplace.atlassian.com/apps/1211756/

EmreT

Levente Szabo _Midori_

Another option for reporting on time in status for Jira issues or Jira Service Management tickets is Better PDF Exporter for Jira.

The app comes with a PDF template that calculates the time between transitions when you export a Jira issue. It also creates a visual graph for your metrics inside the exported PDF.

Read more on how to create a time in status Jira PDF report and other "Time by X-type" reports.

20190603-jira-cloud-time-in-status-report-pdf-export.png

(Please note that Better PDF Exporter is a paid and supported app and I'm part of the team developing it.)

Marc Isikoff_o8qjap

Ugh - every large firm I have worked for blocks the Marketplace.

Nic Brough -Adaptavist-

Very few of the ones I work with block the marketplace. It's pretty much only the secured ones (military and government, and a couple of sensitive financial institutions).

Note that the question was about Cloud as well, where the marketplace is built-in and can't be blocked...

Valeriia_Havrylenko_SaaSJet

Hello @Scott Kredo

As an alternative , I guess you can try Time in Status or Time Between Statuses developed by my team SaaSJet.

Time in Status lets you generate a report showing the average time tickets spend in each status during their life span. Add-on has 7 types of status time reports and one of them is Average Time report that shows the average time issues have been staying in statuses during a specific period.

Знімок екрана 2023-05-18 о 14.34.29.png

Time between Statuses add-on you can also see Average Time of task between statuses.

Знімок екрана 2023-05-09 о 14.32.10.png

Add-ons have a 30-day free trial version and free up to 10 users.
Please, let me know if you have any questions

Hope it helps 😌
Valeriia

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