Rsolution Time

Question

Hello,
I need to calculate the resolution time for each open ticket except that the ticket can go through several statuses before being closed (e.g. waiting for customer feedback).
How can we proceed to not calculate the waiting time?

Can you help me please?

Regard

Olha Onofriichuk_SaaSJet · Answer

@Maroua Arfaoui

Hi, if you need to calculate the resolution time for each open ticket, I can offer you to try SLA Time and Report for Jira add-on, where you can calculate how much time passed from the Start till the Resolution stage.
Or if you want to calculate how much time was spent for every stage, you can set up an SLA configuration for each status, and you will see how long it took for every stage.

It works like this:

That's how  you can track how long every stage lasted. Hope it helps.

Afterwards, you can generate reports to analyze the time and results in the form of graphs or chart pies, or export them in different formats.

Moreover, if your company uses Dashboards, you can integrate charts from   there.

Also, this add-on is created by my SaaSJet team, so if you need a demo call or some help with setting up SLAs in SLA Time and Report for Jira add-on, just let me know.

Regards,
Olha

Emre Toptancı [OBSS] · Answer

Hello @Maroua Arfaoui ,

If you are OK with using a marketplace app for this, our team at OBSS built Timepiece - Time in Status for Jira for this exact need. It is available for Jira Server, Cloud, and Data Center.

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

Time in Status also has Duration Between Statuses report type which shows the duration from issue creation to a specific status or the duration between two specific statuses.

The app has Consolidated Columns feature. This feature allows you to combine the duration for multiple statuses into a single column and exclude unwanted ones. It is the most flexible way to get any measurement you might want. Measurements like Issue Age, Cycle Time, Lead Time, Resolution Time etc.

Time in Status has Custom Calendar function which allows you to create as many different working calendars as needed and get reports based on them. Time in Status can also report on resolved and non-resolved issues together.

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 sprint, week, month, issuetype, request type, etc. The ability to group by parts of dates (year, month, week, day, hour) or sprints is particularly useful here since it allows you to compare different time periods or see the trend.

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. It supports both Company Managed and Team Managed projects.

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.

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

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

Rahul_RVS · Answer

Hi @Maroua Arfaoui

Welcome to the community !!

For a ready made solution, you can try out our add-on to get this data.

Time in Status Reports

You can combine your statuses to define your own resolution time in the app.The main features are as below* Multiple 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 Transition Dates Report
* Time in Status Per Time Grain
* Time with Assignee Per Time Grain

* Status grouping
* Save your reports
* CSV Export
* Multiple chart types
* Dashboard Gadget