Time to Resolution vs Time Between Status

Question

I want to get this data: the time it took for a ticket to resolve, but let me give an example:

A ticket is opened yesterday at 13:00
It transitions to status "resolved" (or closed) today at 13:00

It took 24 hours to resolve (resolution time).
However, my Time to Resolution SLA stops at the count of 5 hours. Because I set up the SLA so that the clock pauses when the tkt is in waiting for customer. So, let's say that this tickets has been in status waiting for customer during 19 hours. Then the SLA Time to resolution stops at 5 hours.

I have two datas here: 24 hours (total time to resolution) and 5 hours (SLA time to resolution).

How do I get the 24 hours data?
I can't really understand if the metric in JIRA time to resolution is the "SLA" one (it'd get me 5 hours) or the total one (24 hours). 
Also, if I use time between status and put time between status: created to closed. What will it show me? 24 hours or 5 hours?

I have made a few tests and it is not still clear to me. Do you have some insight on this?
Thank you in advance.

Nataly Silva · Answer

what is the difference between using Time in Status vs the SLA option in Jira Service Desk?

Emre Toptancı [OBSS] · Answer

Hello @Ilaria ,

Our team at OBSS built Timepiece - Time in Status for Jira 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.

The app has custom calendar support so you can get the durations based on a standard 24/7 calendar or you can define multiple custom calendars, each with its own working days, working hours, holidays, and timezone.

The Duration Between Statuses report in particular shows how long it takes for each issue to get from one status to another.  Just like an SLA, this report type can exclude the durations of some statuses you select. Calendar selections are also available for this report type.

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.

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

Timepiece - Time in Status for Jira

EmreT

Mehmet A _Bloompeak_ · Answer

Hi @Ilaria

As an alternative, you can try Status Time Reports app developed by our team.

It provides reports on how much time passed in each status. For instance, it will automatically display "Waiting For Support" time which corresponds to "SLA time to resolution"(e.g. 5 hours). It has grouping feature so that by grouping statuses(Waiting For Customer → Waiting For Support) you can get total time(e.g. 24 hours).

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.