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How to use the platform to track company's by the number of hours and track what tech did the work

Mark Bedwell

I have been using the Jira Platform for a long time. I need to know how to use the ticketing system to better track which company is asking for support. Which member on my team is providing the help desk support and how much billable time is being spent on each company we are performing work for.

I need a time tracking report structure in place for 2024. I need it ASAP in time to manage hours for 2024

Accepted answers

All comments

Uday Kiran Bhaviri_cp1r58

You can use 'Organization' feature in JSM.

Also ask the team members to log their work and the time spent on the request so that you can track time spent hours on that request for that organisation.

Once you have the above information for all the requests you can build a dashboard and show the organisation level time spent hours.

Hope this helps.

Gizem Gökçe (OBSS)

Hello @Mark Bedwell ,

Welcome to the community!

In JSM there are two ways of tracking time. One of them is worklog tracking, which is a report of the hours logged by your teams. The second one is Time in Status reports. These reports are for tracking how much time was spent on each workflow status. To give an example, let's say after a ticket is opened, it spends 4 hours in "Waiting for Support" status,2 hours in "In Progress" status, 8 hours in "Escalated" status etc.

Generally the most popular and used time tracking approach in JSM is the second one which is Time in Status reports. For to have these reports easily, it is better to use an out-of-the-box solution.

I would like to introduce you to a very advanced tool with which you can easily track-time in your JSM projects as you request. I can recommend Timepiece - Time in Status for Jira which is built by my team at OBSS. 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.

Report Types Status Duration per Assignee.png

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. 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.

Hope it helps,

Gizem

Dániel Ballabás - catworkx

Hi @Mark Bedwell ,

I work for a marketplace partner who has a Timetracker app, which might be good for your needs: Among other features, the app has custom fields to mark billable/non-billable hours and add custom tags for extra worklog information (such as for keeping track of clients). You can check the app out, and book a demo through the link above if interested.

But there are other time-tracking apps on the Marketplace as well. Depending on your exact needs, you might check out more - they all have a 30-day free trial.

Best,
Daniel

Gracjan Wesołowski _HeroCoders_

Hi @Mark Bedwell

Welcome to the community!

I'd like to offer you a solution developed by our team, the HeroCoders. If you're looking for an easy way to track time as well as discern what was done, you might be interested in our app, Clockwork Pro.

It allows you to add custom attributes - tags if you will - to worklogs and then display timesheets that show time spent broken down by those tags. A custom attribute can be a single item called "billable" that has a checkbox. You can also make these fields mandatory. This is what it looks like while adding the worklog:

Here you have another configuration where you have a Single field to choose from the list. All of it is fully customizable.

Atributes (1).png

Here you can see what it looks like in the Timesheet:

atributes_timesheet (1).png

If you have any additional questions, related to that topic, let me know.

Cheers!

Gracjan

Deniz Oğuz - The Starware

Hi,

I really recommend you to use build-in Organization Field in Jira to group reported tickets. This will allow you to use the same organization not only for time tracking but for other reports. There are a lot of marketplace apps which can do this. As a vendor, I want to recommend our own app, WorklogPRO - Timesheets for Jira. It lets you filter, group worklogs according to your criteria, including the build-in Organization Field. You can check list of all capabilities here. It is developed with Forge platform of Atlassian and for this reason, even as a vendor we don't have access to your data. It is cloud fortified too.

Valeriia_Havrylenko_SaaSJet

Hi @Mark Bedwell 👋

I guess you can try Time in Status for Jira to track how much work was spent on a project without logging hours. If assignees keep the board updated, then it will be possible.

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 reports to help you identify areas for improvement.

One of the helpful report for you can be The Assignee time report. Report shows the total time a particular assignee has been working on the issue. It shows which assignee has been solving the task longer than it might be necessary.

How it works:
Assignee_Time_in _status.gif

Also you will be able to see that information as a Chart.

Add-on has a 30-day free trial version and free up to 10 users.
Please, let me know if you have any questions

Hope it helps 😌

Rahul_RVS

Hi @Mark Bedwell

Welcome to the community !!

You can use the native Jira Time tracking reports. If you need extended functionality you can try the add-on we have developed.

Worklogs Time Tracking & Timesheets

The app allows to filter/Categorize/Group By your worklogs data and a timesheet view too to track individual time spent.

Disclaimer : I work for the vendor who built this app

Mehmet A _Bloompeak_

Hi @Mark Bedwell

Welcome to the Atlassian Community!

One way of tracking tickets is using reports that show how much time passed in each status of a ticket. If you want to try these reports, you can have a look at Status Time Reports app developed by our team.

Here is the online demo link, you can see it in action and try without installing the app. For your case, you can have a look at Time in Status for Each Issue, Time in Assignee, Lead Time for Each Issue and Cycle Time for Each Issue reports.

For further details, you can have a look at Cycle Time and Lead Time in Jira: Productivity Measurement with Two Critical Parameters article and Status Time Reports How to Videos.

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 Reports Free.

Hope it helps.

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