TIme calculation for ticket resolution

Question

Dear all,

We have a customer request who need to know the following :

* Time to resolution of ticket
* Time the ticket stays on each status from an Open state

For step 2 precision, if the status of the ticket will transition to Pending, Solved, Wait for final closure, my customer need to know how long the ticket was on each of those state.

I know that part of if are handle by implementing SLA, but the then how to we get the time difference calculation in each WF status ?

Thanks for help

regards

Peter Van de Voorde · Answer

Hi @serge calderara ,

Given that you've gotten a bunch of links to Marketplace apps who could give you the information you're looking for I wanted to add in one more (disclaimer: I do work for Umano).

At Umano we're building out a Team Performance Guidance tool called TeamX. 
We go beyond just tracking and reporting on metrics and have included automated guidance for teams to improve their performance.

We have over 20+ different metrics, from Design and Build metrics (like Time in Status) to Review and Engagement metrics too.

TeamX is a standalone app that integrates with the different Atlassian tools (Jira, Confluence, Bitbucker), but also Slack, Mattermost, and Azure Devops to provide you with a holistic performance overview of your team. This also allows us to not have to charge for every single Jira user you have, but only for the teams that actually use the product.

We strongly believe in the power of teams and have build this app with the believe that if you empower teams with data and guidance they can solve their own problems and reach a sustainable high performing way of working.

I do feel our solution might be a bit of an overkill for what you're trying to achieve with your customer right now, but I still wanted to inform you about it.

I do hope you'll find the perfect solution to your problem.

Cheers,
Peter

Emre Toptancı [OBSS] · Answer

Hello @serge calderara ,

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

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

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

RVS_Support · Answer

Hi @serge calderara

If you are open for a mktplace app, you can try our addon:

Time in Status Reports

The add-on provides the time in status for each workflow step. There are 20+ reports in the app which help to meet a wide range of use cases.

Also you can combine your statuses to define your own resolution time.

Do try it out.

Disclaimer : I work for RVS, the vendor for this app