Automatic time tracking in JSM

Question

Good day all

I hope you are all well.

I am looking for a solution that will enable a JSM agent to track their work time automatically in JSM.

* Ideally, I need an application that will start tracking the JSM Agent time when the JSM agent opens a work item. 
* The time tracking must stop when the JSM agent closes the work item.
* We need to track the total time each JSM agent works on the work item (Has it been open) 
* We need to track the total time for each work item.
* We need to be able to report on the time spent per JSM agent

Looking forward to hearing what is out there

Kind regards

Robin.

Gökçe Karaduman-The Starware · Answer

Hi @Robin Jackson ,

You can manually log time using Jira’s built-in worklog (time tracking) feature. However, if you want to automate this process, you can choose one of the third-party time tracking applications available on the Atlassian Marketplace.

One of these applications, WorklogPro, allows users to automatically track how much time they spend on a specific issue using a timer. When the timer is stopped, the time is automatically entered into the time spent field in the opened worklog dialog, which makes it easy to save the related worklog, and based on this data, you can generate user-based timesheet reports.

On the timesheet page, by grouping users, you can easily track how much time each user has worked on which issue and during which time period. If you want to review records for a specific issue, you can also view only the related worklog entries on that issue’s view page.

Disclaimer:I work for the vendor who developed this application.

Amir Atadjanov · Answer

HI @Robin Jackson 
I think this is not the best idea to track a task. For example, someone can open a task and do something else, or, on the contrary, read the task description and started to complete it, but closed the task so that it would not interfere. It is better to track by statuses and asignee

Iryna Komarnitska_SaaSJet_ · Answer

Hi @Robin Jackson 👋

If you need automatic tracking, the reliable path in Jira Cloud is workflow + assignee–based timing, not “screen open/close” (Jira doesn’t emit a stable event for opening an issue tab).

What teams typically track:

Assignee Time – how long each agent owned the ticket (great proxy for agent work time)

Time in Status / Lead or Resolution time – total time per ticket, and where it sat

Business-hours only – exclude weekends/holidays via calendars

I’m on the team that builds Time in Status app (SaaSJet). It auto-calculates based on time spent in specific statuses—no manual timers—and allows you to report by agent, queue, or project (plus dashboards/exports).

You can install the trial version or book a demo session where we will help you implement the app into your workflow.