How to measure the MTTR?

Question

Hi folks, I just enabled here the Jira connector for Excel. So I am exporting all issues from an specific board to Excel.

I want to build the MTTR, but for that I need the data / time of the ticket resolution (closed date/time). I have the Open Date fields.

I am not seeing this field. Thoughts on that?

Danut M _StonikByte_ · Answer

Hi @Fabiano Santana,

No need to use Excel. With our Great Gadgets app you can easily measure the time between two workflow statuses for the issue from your board and display it in various ways: as trend chart, as control chart, or as histogram chart.

How do you want the information to be displayed?

Please look over our blog article An effective dashboard for Service Desk and Customer Support teams in Jira Service Management, at the section about AHT and ART. It is similar for MTTR.

These gadgets offer also a data tab, with details about the issues. And the info is in real time!

If you have questions, please don't hesitate to contact us at support@stonikbyte.com.

Thank you,

Danut M.

Walter Buggenhout · Answer

Hi @Fabiano Santana and welcome to the Community!

Ticket resolution is available through the resolved system field. This is the moment a resolution is added to the issue.

Hope this helps!