How to create a report about resolution ticket times

Question

Hi i need to make a report about how many support tickets were solved in 0-2 hours 2-4 hours, etc.

I can have this information in a table, but i cannot use the jql functions to have series about different time frames. Is this possible to do or i'll need to download the data and do it in excel for example.

Thanks

Mehmet A _Bloompeak_ · Answer

Hi @Ignacio Iglesis López ,

As an alternative, you can try Status Time Reports app developed by our team.

If you are looking for a free solution, you can try the limited version Status Time Free. Hope it helps.

Danut M _StonikByte_ · Answer

Hi @Ignacio Iglesis López,

I'm afraid that this is not possible by using Jira's default reports or gadgets. You could eventually search on the Atlassian Marketplace for apps that provide this type of report.

if you consider the idea of installing an app from Atlassian Marketptlace, be aware that our Great Gadgets app offers a Cycle Time Histogram Chart gadget that provides exactly the info you need. All you have to do, is to configure it to calculate the cycle time as time between issue creation and its entrance in status category done (default settings).

In this example, you can see how many issues were resolved in every range. If you hover the mouse over the bar, you will see exactly the number of issue in that range, as in this example:

The gadget lets you set custom ranges on x axis: 0-2, 2-4, etc and allows you to set a threshold to see how many issues breached the SLA.

On its Data tab, the gadget displays a report with the cycle duration (resolution time in your case) for each issue, which you can export in CSV format for further processing.

Hope this helps.

Danut

Valeriia_Havrylenko_SaaSJet · Answer

Hi @Ignacio Iglesis López  👋

Welcome to the Atlassian Community!

If you're looking for time to resolution metric try out Time Between Statuses add-on.

To get report like this simply define the statuses in your Jira workflow that represent the beginning and end of the resolution process.

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

Add-on developed by my by SaaSJet team.

We are offering you a 30 days of free trial, and you can also book a demo with our specialist.
Hope this helps!