Reporting on Ticket Pickup Time & Completion Time

Dom Cronshaw

I have a small Salesforce admin/developer team that manages tickets in a company-managed business project.  We take tickets for record uploads, requests for new fields and functionality, bugs, and the like.

I would like to be able to report on the average time from when a ticket is submitted to when its status changes for the first time (typically from "To Do" to "In Progress"), the time the ticket is being worked, and the time from submission to completion.

I've been playing around with Jira's built-in reporting options and not quite getting what I'm looking for.   Does anyone here do something similar and maybe use other apps from the marketplace to visualize?   I imagine there might be a need to edit some settings on the project itself and perhaps get an app.

Many thanks for your suggestions!

Mehmet A _Bloompeak_

Hi @Dom Cronshaw

Welcome to the Atlassian Community!

There is no built-in solution in Jira for the reports you mentioned. If you prefer using a marketplace app, 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.

For your case,

• The average time from when a ticket is submitted to when its status changes for the first time (typically from "To Do" to "In Progress")
  You can have a look at the "New"(To Do) column in Time in Status for Each Issue report.
• The time the ticket is being worked
  You can have a look at Cycle Time for Each Issue report.
• The time from submission to completion
  You can have a look at Lead Time for Each Issue report.

For further details, you can have a look at Status Time Reports How to Videos.

App Features:

• 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, resolution 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.

If you have any questions, feel free to schedule a demo with us.

Hope it helps.