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Reporting - How to report the time from | Ticket Assigned to Resolution Provided Status

Ken Rupin_lti25b

We use JIRA tickets to track individual issue requests. I'm trying to build a report that would tell me how long each ticket takes from the time its assigned to a team player to the time they put it in status/Resolution Provided.

Clock start: Ticket Assigned to a worker

Clock stop: Status = Resolution Provided

Accepted answers

All comments

Rahul_RVS

Hi @Ken Rupin

Welcome to the community !!

There are few ways to achieve this requirement. You can use Jira Automation to populate a custom field on status change. or you can also use Jira Rest API's to pull this data from issue change history.

Another option could be to use a mktplace app. If you would be interested in the same, you can try out our app

Time in Status Reports

The app allows to group your statuses and define your own cycle time / resolution time. Also with this app you generate time in status for multiple issues with multiple filter and grouping options. The app can easily be added as a dashboard gadget.

More details here.

Disclaimer : I work for the vendor who built this app

TIS - Cycle Time report.PNG

Time Between Statuses.PNG

Gizem Gökçe (OBSS)

Hello @Ken Rupin ,

Welcome to the community!

What you're describing is a cycle time metric, which tracks how long it takes for a ticket to move from one defined point in the process to another—in your case, from when it’s assigned to a team member to when it reaches the "Resolved/Closed/Done" status. However, Jira doesn’t have native functionality to directly calculate the time between two statuses.

Solution with Timepiece

For a precise and flexible solution, I recommend Timepiece - Time in Status for Jira, the oldest and leading 'Time in Status' app in the Atlassian Marketplace, developed by my team at OBSS. Timepiece mainly allows you to see 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.

With Timepiece, you can use the Duration Between Statuses Report to achieve your goal.
This report calculates the time it took for tasks to move from issue creation to “Closed/Resolved/Done” as you asked.

DBS Metrics.png

Timepiece is available for both Jira Cloud and Data Center. Let me know if you’d like help setting up this report or need more information! 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.

You may also want to read this article for a deeper understanding of cycle time and how to extract this data from Jira.
Revealing Operational Excellence: Identifying Bottlenecks through Metrics like Cycle Time, Lead Time

Best regards,
Gizem

Vitalii_Bobak_SaaSJet

Hi @Ken Rupin
Welcome to the Community!

To create a report that tracks how long each Jira ticket takes from the moment it's assigned to a worker to when it reaches the "Resolution Provided" status, you can use Jira's built-in functionality or specialized add-ons like Time Metrics Tracker | Time Between Statuses.

Method 1: Using Jira Built-In Features

Define Your Workflow Statuses:
- Ensure you have a clear workflow in Jira where:
  - The ticket transitions to "Assigned."
  - The ticket transitions to "Resolution Provided."
Create a Filter:
- Use JQL (Jira Query Language) to filter relevant issues:
  
  JQL
  
  status changed TO "Resolution Provided" BY currentUser() AND assignee IS NOT EMPTY
  
  Modify the filter to match your workflow statuses and team.
Export Data to Analyze Time Spent:
- Jira does not natively track custom "time between" metrics, so:
  - Use Export Issues to CSV and analyze timestamps in Excel/Google Sheets.
  - Extract "Assigned" and "Resolution Provided" timestamps from the issue history.

Method 2: Use Time Metrics Tracker | Time Between Statuses.

If you are open to add-ons, we have one exactly for your needs - Time Metrics Tracker | Time Between Statuses. Here's how to set it up:

1. Configure Your Metrics: In Time Metrics Tracker, you can create a custom metric to measure the time taken between “To Do” and “Resolution Provided” while excluding specific statuses. You can customize which transitions to count and which to skip.

2. Get the Report: Once configured, the add-on will provide you with a detailed report showing the time taken, excluding the selected statuses, and you can visualize the data in various formats.

You can also book a live session or contact us at Support - we'll help you with add-on.

Add-ons developed by my team.

I hope you find this helpful 🚀

Ken Rupin_lti25b

Thank you!

Ken Rupin_lti25b

Thank yoU!

Mehmet A _Bloompeak_

Hi @Ken Rupin

As far as I understand, what you are looking for is a cycle time (the time it takes for the team to start working on an issue and complete it) report. The raw data you need is available in issue history and you can get it using Jira Rest API. It provides status changes for each issue by returning a json which you need to parse to calculate cycle time.

If you prefer to use 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, you can have a look at Cycle Time for Each Issue report.

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.

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, 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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