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Time to Resolve

Myles Boyd

I know there is the field, Time to resolution, but this counts backwards.

For reporting purposes, I need to know actual time to resolve.

For example,

Open 09:10

Pending 10:10

Open 11:10

Resolved 12:10

Resolution time = 2hrs

Is there an easy way, without paying for 3rd party apps, to do this?

Thanks

Accepted answers

All comments

Manne Kjærby - ProProces

Hi Myles.

You can you JSM reports.

Go to your JSM project, click Reports - Click on the report: Time to resolution.

From here you can define your period - If you click on the period in the bottom you can see all issues in the period with the elapsed time on the SLA.

Kind Regards

Manne

Bob Dalm

Hi Myles,

Per SLA you have the option to set the SLA format display (very bottom when editing the SLA);

Does that solve your issue?

Edit: missed the "for reporting" part

Myles Boyd

Thanks Manne

I don't have that report; but if I try to create all I get is

I was hoping to be able to extract to csv using a filter.

The report I produce is basically a 4 week look back. We show the resolution time for 90% resolution and average; along with aged tickets.

Was trying to simply the report so it doesnt have to be me every time...

Manne Kjærby - ProProces

Hi Myles.

You need the Time to resolution (Avg.) series.

When you have made your report you can set a custom interval and export it to CSV.

Hope it makes sense.

Myles Boyd

Thank you Manne - that will work for the average one; just need to figure out the 90% now

Thanks again

Ayça Erdem_OBSS_

Hello @Myles Boyd

Here are some solutions that you need;

Jira Automation & Custom Fields
- You can set up Jira Automation to log timestamps when an issue enters or exits specific statuses (e.g., Open, Pending, Resolved).
- Then, using a calculated custom field, you can determine the actual time spent in “active” statuses.
- However, this requires setting up rules in advance and does not work retroactively for past issues.
I understand that you don’t want to use a third-party app. However, if you ever want to consider using an app, Timepiece - Time in Status for Jira developed by my team at OBSSprovides exactly what you’re looking for.

With Timepiece, you can generate a Status Duration Report to see the actual time an issue spent in "active" statuses (e.g., Open), excluding non-working statuses (e.g., Pending). You can then export this report in CSV format for further analysis.

If you'd like to explore this solution further, feel free to check out Timepiece on the Atlassian Marketplace or schedule a demo with us for a walkthrough of the app's features.

Hope it helps

Ayça

Petru Simion [Simitech Ltd.]

Hi @Myles Boyd ,

If you do not want to pay for apps, one solution is to create a scripted field, assuming you have Script Runner, and compute the value programatically from the history of the issue.

You will not need any automation and if you implemented the calculated field it will calculate the values not only in future created issues but also in already existing ones. Which an automated rule will miss.

However, you might find this task rather complex, and considering the design, development and testing effort you my consider using an already existing app that provides the same.

So if by any chance you will find that too much, and you will consider apps, you can try

Time in Status Dashboard for Jira , an app released by our company.

Each time spent in each status is made visible in a column. In case the issue was repeteadly transitioned into a status, the calculated time is cumulative and you also have columns showing how many times the issue was transitioned in the status.

All you have to do is to export to csv and just sum up the values in those columns that you need.

Our company does not believe in predefining cycles for this app, as only the client knows exactly what each cycle means for their enterprise, according to the way the workflows are designed.

So instead of guessing, we just provide you, the customer, the data in csv format for you to analyze.

With the current surge of AI, you can probably feed the csv data to AI and ask any question, or task, including to sum up the columns of your choice.

Regards,

Petru

Valeriia_Havrylenko_SaaSJet

Hi @Myles Boyd

You're correct—Jira’s "Time to Resolution" SLA field counts backwards from the goal, rather than giving you the actual time an issue spent in the workflow. Unfortunately, Jira doesn’t provide a built-in way to calculate true resolution time (i.e., the total time an issue was in an active state).

Alternatively, if you you will consider add-ons, Time Metrics Tracker | Time Between Statuses can be solution for you. If you need an SLA-like report without Jira's limitations, Time Metrics Tracker can provide:

Time Between Statuses Report – Tracks exact time between Issue Created → Resolution Set.
Customizable SLA-like filters – Filter issues that resolved in under 5 minutes.
Visualized Reports & Trends – Helps improve SLA efficiency tracking.

Also you can book a session with our specialist to see add-on in action 🚀

Add-on developed by my by SaaSJet team.
Hope this helps!

Mehmet A _Bloompeak_

Hi @Myles Boyd

There is no direct built-in solution to get time passed on "Open" status. You can use automation rules and custom fields to calculate your resolution time.

If you prefer using a marketplace app one day, 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 Time in Status 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 call with us.

Hope it helps.

Hannes Obweger - JXL for Jira

Hi @Myles Boyd,

as you can see from the previous responses, this is an area where most customers rely on apps from the Atlassian Marketplace to fulfil their reporting needs.

I understand that you're looking for a built-in solution - however if a Marketplace app should become an option for you, you may want to have a look at the app that my team and I are working on: JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you’d do in e.g. Excel or Google Sheets. It also comes with a long list of so-called smart columns that aren’t natively available, including the breach status and the time elapsed (a.k.a. time to resolution) of your SLAs.

This is how it looks in action:

As you can see above, you can easily sort and filter by your smart columns, and also use them across JXL's advanced features, such as support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting.

This all just works - there's no scripting or automation whatsoever required.

Any questions just let me know!

Best,

Hannes

Marita Burgio - eazyBI support

Hi @Myles Boyd

eazyBI has built-in measures for tracking resolution time between ticket creation and resolution dates. Here are the key options:

Average resolution days - Shows the average resolution time (between creation date and resolution date) of resolved issues in the selected time period. This is calculated as total resolution time divided by number of resolved issues.
Average resolution workdays - Similar to above but counts only working days between creation and resolution.

To build a basic resolution time report:

Start with a table view
Add Time dimension in rows (select "month" level member)
Add Time dimension to Pages for filtering (e.g. Last 12 months)
Add "Average resolution days" measure (and unselect the default "issues created")
Add other filtering dimensions like Project, Issue Type, Priority as needed
Switch to Line or Bar chart visualization

You can also add trend analysis by using the "Add calculated" option to create a linear trend line for the resolution time.

For more details and examples, see Issue resolution days (lead time) reporting and Average resolution time and trend (Lead time)

Let me know if you need any clarification or have additional questions!

Best,

Marita from eazyBI support

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