SLA - Time spent "On Hold" status with reason for hold set to "waiting for vendor"

Question

Hi,

I have a scenario where some support request are managed in-house, but others we are reliant on a vendor/s in which case the flow of events are as follows:

1) Customer raise a request or agent raise request on behalf of customer.

2) Agent triage it and transition to In Progress Status. Agent determines they need a external vendor support and raise a request with vendor via their external platform plus set a custom field "third-party vendor" field value to "name of vendor"

3) Agent transitions internal request to On Hold status with Reason for Hold field set to "Waiting for Vendor"

4) When vendor responds on external support request via their platform the agent transitions internal support request from "On Hold" status to "In Progress" and reason for hold field is cleared again

5) cycle continues until request is resolution = done and request resolved and closed

We would like to be able to calculate/generate a report/SLA on:

1) Time it takes for Vendor first response and/or between On Hold and In Progress

2) Total time request status was on the "On Hold" status with Reason For Hold field set to "waiting for vendor"

3) Difference between average time to resolution for request dealt with 100% in-house vs request where third-party vendor is involved

4) A report/graph on total amount of request raised thats actioned 100% in-house vs how the total amount with third-party vendor field set to "name of vendor"

Is any of this achievable or any alternative ideas to make it possible please?

We are facing problem where the vendor is causing bottleneck/poor service but we need data/reports to visualize the scale of problem/proof who/what is causing bottle necks on request

Emre Toptancı [OBSS] · Accepted Answer

Hello @Denise Ellis

Jira does not provide this functionality out-of-the-box. All the data needed for this report is available in each issue's history but you will need to use a marketplace app to get ready-to-go reports.

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 mainly allows you to see how much time each issue spent on each status or each assignee. The status-based report in particular will help you see the total On Hold time.

You can combine the time for multiple statuses to get metrics like Response Time, Resolution Time, Issue Age, Cycle Time, Lead Time, etc.

The app also has the Any Field Duration report type. This report type can do the same for any issue field. Using this report type you can get reports showing how long the Vendor field or the Reason field held any value. Below is a screenshot of an Any Field Duration report prepared based on a hypothetical Block Reason field. You can select any issue field (or fields, yes you can select more than one field) on your system. This way you can see the issue time, total time, or average time you spent for each vendor or for each reason.

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 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 for Jira Cloud.

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.

Timepiece - Time in Status for Jira

EmreT

Mehmet A _Bloompeak_ · Accepted Answer

Hi @Denise Ellis

You can try Status Time Reports app developed by our team. It mainly provides reports and gadgets based on how much time passed in each status.

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

* This app has a dynamic status grouping feature so that you can generate various valuable reports as time in status, time in assignee, status entry dates and status counts, cycle time and lead time, average/sum reports by any field(e.g. average in progress time by project, average cycle time by issue creation month).

* You can search issues by Project, Issue Type, Status, Assignee, Issue Creation/Resolution Date(and any other Date field) and JQL Query.
* Status durations are calculated according to the working calendar you define. 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.
* You can set different duration formats.
* You can export reports in CSV file format and open them in MS Excel.
* You can also add this app as a gadget to your Jira dashboards and reach “Status Time” from Issue Detail page.
* You can enable/disable access to Status Time reports&gadgets and Issue Detail page per project, users, groups or project role.

If you are looking for a completely free solution, you can try the limited version Status Time Free.

Hope it helps.

Valeriia_Havrylenko_SaaSJet · Accepted Answer

Hi  @Denise Ellis   👋

Unfortunately, Jira doesn't have this functionality out-of-the-box. All the data needed for this report is available in each issue's history but you will need to use a marketplace app to get ready-to-go reports.

I guess Time Between Statuses will be an option for you. This add-on, which measures connections in the workflow, through a transition time in specific issues. You can count Cycle and Lead Time by setting start/stop and pause statuses in the configuration manager. To detail the calculation conditions you should select the first/last transition to/from status. This add-on also developed by my team.

You can also set up highlights of values that exceed the permissible level, and in this case, you can receive issue and email notifications.

As an alternative, you can try Time in Status . The primary purpose is to help teams gather valuable data about the lifecycle of your issues in Jira. Add-on allows you to measure and visualize the time spent in each status, such as "Open," "In Progress," "In Review," and "Closed," and provide 7 types of reports to help you identify areas for improvement. Add-on developed by my team.

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