To calculate Resolution time using Automation Rule

Question

I have a requirement to calculate the complete resolution time of the work item in JIRA service management. This calculation will not includ the On Hold, Awaiting Approval, Awaiting response. Any transition time where the the input is required from some other party and the agent working on ticket is not giving any time.

So I want resolution time of Agent working on that ticket

Iryna Menzheha_SaaSJet · Answer

Hi @ranjanajindal!

You can achieve this in two ways — first, using Jira Automation, and second, with the Time Metrics Tracker | Time Between Statuses app if you’re looking for a no-code, ready-to-use approach.

✅ Native Jira Automation (Manual Configuration)

To calculate Resolution Time excluding statuses like “On Hold,” “Awaiting Approval,” or “Awaiting Response”, you'll need to:

Create a custom field (e.g., Agent Work Time) of type Duration or Number.

Use Jira Automation to track time:

Create a rule that triggers on issue status changes.

When the issue enters a status where the agent is actively working (e.g., "In Progress", "Assigned"), record the start time in a smart value.

When the issue transitions out of that active status, calculate the duration and add it to the custom field.

Exclude statuses like "On Hold" and "Awaiting Approval" from the time calculation logic.

🔧 This method works but gets complex quickly with multiple conditions, smart values, and fields to maintain.

⚡ Easier with Time Metrics Tracker | Time Between Statuses

Here’s how it helps:

You can build a custom “Resolution Time” report by:

Selecting the statuses where the agent is actively working (e.g., “Assigned”, “In Progress”).

Excluding statuses like “On Hold”, “Awaiting Response”, or “Awaiting Approval”.

The app then calculates the total time spent in those selected statuses only, giving you the actual agent effort time toward resolution.

No need to set up custom fields or automation rules — it's all handled through a user-friendly interface.

App developed by my team.

🎯 Bonus: You can export the report, track SLA goals, and even visualize resolution times across teams.

Ayça Erdem_OBSS_ · Answer

Hello   @ranjanajindal

I understand that you are not looking for a paid solution right now. However, if you ever need it I can recommend Timepiece - Time in Status for Jira, the oldest and leading "Time in Status" app in Atlassian Marketplace, which is built by my team at OBSS. It is available for Jira Server, Cloud, and Data Center.

Timepiece allows you to measure how much time each issue spent in each status or each assignee. You can combine time across multiple statuses to create metrics like Issue Age, Lead Time, Cycle Time, and more customized measurements like Agent Cycle Time.

For all numeric report types, you can calculate averages and sums of those durations grouped by the issue fields you select. For example total cycle time per kanban team or average resolution time per sprint, week, month, issuetype, request type, etc. The ability to group by parts of dates (year, month, week, day, hour) or sprints is particularly useful here since it allows you to compare different time periods or see the trend.

The app calculates its reports using already existing Jira issue histories so when you install the app, you don't need to add anything to your issue workflows and you can get reports on your past issues as well.

Timepiece reports can be accessed through its own reporting page, dashboard gadgets, and issue view screen tabs. All these options can provide both calculated data tables and charts. And the app has a REST API so you can get the reports from Jira UI or via REST. Also you can export the reports in to various formats easily.

Visit Timepiece - Time in Status for Jira to explore how our JIRA add-on can revolutionize your metrics measurement process.

We will provide a comprehensive overview of the application and address any inquiries you may have.

Hope it helps,

Best,

Alina Kurinna _SaaSJet_ · Answer

Hi @ranjanajindal !

I understand you're looking to calculate the resolution time of work issues using an automation rule in Jira. While it's possible to achieve this with Jira's built-in automation, it can become complex, especially when dealing with issues that are reopened or have multiple status transitions.

To simplify this process, I recommend trying our Marketplace app, SLA Time and Report, developed by my team. This app is designed to provide flexible and accurate SLA tracking, which can help you measure resolution times more effectively.

Key features of SLA Time and Report:

Customizable SLA conditions: Easily set up start, pause and stop conditions based on specific statuses, transitions, or other criteria, ensuring accurate tracking of resolution times.

Multi-project support: Manage and monitor SLAs across multiple projects, making it ideal for organizations with diverse teams and workflows.

Real-time SLA Monitoring: Track SLA performance in real-time with visual indicators, allowing you to promptly identify and address potential breaches.

Comprehensive reporting: Generate detailed reports to analyze SLA compliance, identify trends, and make informed decisions to improve service delivery.

Dashboard integration: Add SLA gadgets to your Jira dashboards for quick insights into SLA metrics and performance.

If you have any questions or need assistance with the setup, feel free to reach out — I'm here to help!

Regards!