Calculate the time a common ticket spent on a given team hands

Esteban Borja Lopez

Hi all, 

Im dealing with the challenge to identify the time each team spend on a given common incident ticket through automation.

This is, a unique ticket might be going through different specific teams on the seek of resolving the issue, and the only way to identify who was working on it is by using a custom field that is being manually set (based on a dropdown list of teams such as "NOC L1", "NOC L2", "IT", "Development", "Quality Assurance", etc...).

Idea is to measure the end-to-end issue resolution time (this is covered already), at the same time being able to tell for how long each team has worked it out, either by time or by percentage. Something like this will work:

• Incident Response Time: 30m
  • "NOC L1": 100%
• Incident Resolution Time: 3h 15m
  • "NOC L1": 10%
  • "NOC L2": 30%
  • "Development":40%
  • "Quality Assurance": 20%

At this stage im mainly thinking on the approach to be taken other than coding... nevertheless, any hint on how the automation expressions might look like is welcome!

Thanks team,

Esteban

Bill Sheboy

Hi @Esteban Borja Lopez 

The information you need to answer the questions in your use case with custom fields are in the issue history, and that information is neither easily consumable by automation nor easily reportable by Jira with out-of-the-box features.

The specifics of your use case will determine how complex this is to solve, such as: can an issue be worked on by a  specific team multiple times, will people make mistakes of assignment, etc.

Something like this may be better solved with child work items, created just-in-time and specific for a team doing work.  Then measure around the child items for a given parent to report.

Kind regards,
Bill