Struggling to calculate mean time to resolution with JSM Cloud

Question

Hi Folks

In a BI tool I am struggling to calculate my mean time to resolution as I am unable to find the relevant fields/measures to do so.  If it was simply created time and resolved time it would not be a problem but I need to factor in the SLA pauses too.

Has anybody else been able to do this please?  There are many time to resolution fields/metrics behind the JSM scenes but none of them seem to give me the actual time it took for resolved incidents - all the fields are for on-going only

Attached just some of the examples

Cheers

Kev

Petru Simion [Simitech Ltd.] · Answer

Hi @Kevin Rowe ,

If you are open to using apps you can use Time in Status Dashboard for Jira , an app released by our company.

Export to Excel and add up those status columns that are composing your defined cycle.

Regards,

Petru

SilkeS · Answer

Hi @Gizem Gökçe _OBSS_ ,

I removed a promotion that’s against our  Atlassian Partners - Rules of Engagement . Please take a moment to review our guidelines so you're aware for next time. Thanks!

Marita Burgio - eazyBI support · Answer

Hi @Kevin Rowe,

You can calculate mean time to resolution in eazyBI using the built-in SLA measures:

* SLA Elapsed hours - shows the total amount of elapsed hours for all completed SLA cycles. This measure is assigned to the Time dimension period when the SLA cycle was completed.
* SLA Completed cycles issues count - shows the unique count of issues with completed cycles, assigned to the Time period when the cycle completed.

To get the average resolution time, you can divide these measures:

[Measures].[SLA Elapsed hours] / [Measures].[SLA Completed cycles issues count]

Note that these measures work with completed SLA cycles and take into account any pause conditions defined in your Jira Service Management SLA configuration.

If you have any specific questions about implementing this in eazyBI or need help with custom calculations, please don't hesitate to reach out to support@eazybi.com and we'll be happy to help.

See Jira Service Management custom fields documentation

Best regards,
Marita from eazyBI support