Time Spent

Question

Hi,

I have Customer Support Service project setup where I receive customer issues via email.

At the end of the day, I need to submit a report back to customer how much time has been spent on the resolving the Jira ticket.

I noticed there is Time Spent and Time Spent(hours) field in Jira, but they are always zero value when I list in my report.

Additionaly, I have SLA setup which works based on priority which is as follows:

Highest Resolution time <= 4hour

High Resolution time <= 8hour

Medium Resolution time <= 16hour

Low Resolution time <= 32hour

Trigger point for SLA is when status is changed FROM "Open" to "In-Progress" or Assignee = "Jira user"

So once the timer has started based on SLA till issue status is set to "DONE" I want to know the actual time spent on the issue.

Any suggestion or help

Valeriia_Havrylenko_SaaSJet · Answer

Hi @Rajesh Chavan 👋

It seems like you're looking for a way to track and report the actual time spent on resolving Jira tickets, taking into account the SLA and different priority levels. One solution to address this issue and meet your reporting requirements is to utilize the Time in Status for Jira.

You can see the actual time spent on the issue in Total and easily export data for your report.

And if you need detailed information to know how many time each assignee spend on the ticket you can see this in assignee report.

Add-on developed by my SaaSJet team and has a 30-day free trial version. So you can give it a try. Please, let me know if you have any questions.

Hope it helps 😌

Gizem Gökçe (OBSS) · Answer

Hello @Rajesh Chavan ,

If you are ok to use a marketplace app for your reports, Timepiece - Time in Status for Jira which is developed by my team at OBSS, is the tool I would highly recommend. It is available for both Jira Cloud and Data Center.

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

Time in Status offers two report types for your case:

The first one is Status Duration report (please see the screenshot above) which shows how much time each issue spent on each status. You can combine the time for multiple statuses to get metrics like Issue Age, Cycle Time, Lead Time, Resolution Time etc.

As an alternative approach, Time in Status also has Duration Between Statuses report type which shows the duration between two specific statuses. This report type also allows the user to exclude the times for "pause" statuses.

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.

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. Also you can export the reports in to various formats easily.

Visit Timepiece - Time in Status for Jira to explore how our JIRA add-on can revolutionize your metrics measurement process. Enjoy a 30-day free trial to experience the full range of features.

If you wish, you can also schedule a live demo. We will provide a comprehensive overview of the application and address any inquiries you may have.

Kind Regards,

Gizem

Amay Purohit_RVS · Answer

Hi @Rajesh Chavan

If you are open for a mktplace app, you can take a look at the one we have built

Time in Status Reports

You can track the time taken in each status for the issues with multiple types of reports, graphs , gadgets, status grouping and lot more. You can easily group your statuses via our app and find out the total resolution time for each ticket.

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