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Jira Report that incudes SLO for "First Response Time" & "Resolution Time", specifically by agent

Ken Obsequio

Hello !

I am trying to create a report that shows SLO for First Response Time (FRT) & Resolution Time (RT). Specifically by Agent.

I tried using the basic mode for "Filter By" under "Edit Series"
After reverting to JQL, this is what I came. up with:

status = Resolved AND assignee in (61a4ca253618cd006fcca466, 5f88a150693233007663b21e, 5f10f85d1084620015c6681b, 6266db8b593e80006f14c864, 5f52972a73a268004d22aa25, 6281f871cc1d15006fa9367a)

When I produce the report this is what I see:

Ideally, I would love the agents to populate on the bottom half and have it display all the tickets that have been breached.

Thank you community! 💪

Accepted answers

All comments

Fabian Lim

Hi @Ken Obsequio

Unfortunately, you will have to look at a 3rd party plugin to create a report like that you are looking for. My recommendations is EazyBI, but there are other reporting apps that may do something similar. Example of EazyBI: https://eazybi.com/accounts/1001/dashboards/8347-sla-overview

Regards,

Fabian

Gizem Gökçe (OBSS)

Hello @Ken Obsequio ,

In order to measure First Response Time or Resolution time per agent I would recommend using a third-party app, as there is no built-in solution in JIRA for this.

My recommendation is Timepiece - Time in Status for Jira app, the oldest and leading Time in Status app in Atlassian Marketplace, which is built by my team at OBSS. It is available for both Jira Cloud, and Data Center.

Timepiece mainly allows you to see how much time each issue spent on each status and on each assignee/group/team.

Timepiece offers Assignee Duration per Status report which shows how much time each assignee spent on each Status. You can combine the time for multiple statuses to obtain metrics according to your specifications, such as First Response Time, Resolution time, Cycle Time etc.

Assignee Duration per Resolution Time.png

All these options can provide both calculated data tables and charts.

Assignee Duration per average cycle time chart.png

Visit Timepiece - Time in Status for Jira to explore and 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.

Hope it helps,

Gizem

Valeriia_Havrylenko_SaaSJet

Hi @Ken Obsequio 👋

One option can be "Time to resolution" (TTR) report in Service Management. You can learn how to use it here - https://confluence.atlassian.com/jirakb/how-does-the-service-management-time-to-resolution-report-work

If you're looking for the advance reports try out:

1. Time Between Statuses add-on. Here, you don't form statuses in a status group so much as transitions between them.

Знімок екрана 2024-05-15 о 12.54.52.png

You can also set up highlights of values that exceed the permissible level, and in this case, you can receive issue and email notifications.

image 99.png

2. Time in Status where you can group all the statuses necessary to calculate the Time to resolution and Time for first response and the resolution time metric and get this calculation on the grid, chart pr dashboard.

These apps were developed by my team, so let me know if you need further help 😊

Ken Obsequio

Thank you so much!!!

I'll try this out

Ken Obsequio

Thank you!!!!

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