Calculating Average Resolution Time Using Business Hours in Atlassian Analytics

Question

Hi everyone,

Following up on a previous question where I was able to calculate Average Resolution Time in Atlassian Analytics using the difference between Created and Resolved timestamps. (https://community.atlassian.com/forums/Atlassian-Analytics-questions/Average-Resolution-Time/qaq-p/3153031)

Thanks to the guidance I received, I successfully built a report that calculates:

* Resolution time per work item using a date difference
* Average resolution time across a defined subset of work items

However, this calculation currently uses straight (24x7) hours, and I now need to adjust it to calculate only within defined business hours.

What I’m trying to achieve

I want the report to calculate average resolution time considering business hours, similar to how SLAs work in Jira Service Management, for example:

* Monday–Friday
* 5:00 AM – 5:00 PM
* Excluding weekends (and ideally holidays, if possible)

Current state:

Data source: Jira / Jira Service Management via Atlassian Analytics

I already have:

* Created date
* Resolved date
* A working average resolution time calculation (based on straight hours)

What I’m struggling with

I don’t see a clear way in Atlassian Analytics to:

* Apply a business calendar, or
* Exclude non-business hours from the date difference calculation

My questions

Is there a native way in Atlassian Analytics to calculate time differences using business hours instead of 24x7?

If not natively supported:

* Is there a recommended SQL-based workaround (e.g., custom calendar table, working-hours logic)?
* Or is the recommended approach to rely on SLA metrics instead of raw date differences?

Any guidance, examples, or best practices would be greatly appreciated — especially from anyone who has solved this for operational or leadership reporting.

Thanks in advance!

Fatma Uzundemir from The Starware · Answer

Hi  @Vando Goncalves _e-Core_ 👋🏻

Jira itself unfortunately does not have a built-in feature to calculate time differences based on custom business calendar. However, we understand how important this type of reporting can be, and we wouldn’t want this limitation to block your reporting needs.

🌱 If you are open to using third-party solutions, we would like to recommend the Time in Status app. Time in Status is specifically designed to bridge this gap by providing business-hour-based reporting for Jira.

Here is how it can address your requirements:

🌍 Custom Calendars & Time Zones

With the calendar feature, you can define your working hours on a daily basis (e.g., 5:00 AM – 5:00 PM) and account for different time zones. This ensures that Resolution Time is always calculated accurately for your team.

📅 Weekend & Holiday Exclusion

You can easily subtract weekends and public holidays from the total duration, giving you a true operational performance metric.

⚙️ Background Calculation & Scheduler

The app performs all calculations in the background. Thanks to the built-in scheduler, time metrics are automatically updated and kept current, so your reports are always up to date.

📊 Status Groups

If needed, you can configure the calculation for a single status (e.g., “In Progress”) to see the total time spent there.

Alternatively, you can group multiple statuses (such as “In Progress” and “Review”) into Status Groups and calculate the total time spent across those specific stages, rather than just a start-to-end duration.

🏷️ Custom Field Integration

Calculated durations can be displayed as Custom Fields directly on the Jira issue view. This allows agents and managers to see the “Business-Hour Duration” at a glance, both in the issue view and in the issue navigator.

⏳Retrospective Analysis

Unlike some native Jira fields, Time in Status works retrospectively. Once installed, it automatically calculates business-hour-based resolution times for all your historical issues.

If you are looking for a plug-and-play solution that avoids complex SQL workarounds in Analytics, Time in Status provides exactly the functionality you described.

🍀 To learn more, feel free to contact me or explore the application through the Atlassian Marketplace link I’ve provided. 🍀

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

Rahul_RVS · Answer

Hi @Vando Goncalves _e-Core_

As an alternate solution,  If you would like to try out a mktplace app for this requirement, you can try out

Time in Status Reports

With this app you generate time in each workflow status for multiple issues with multiple filter and grouping options.

With Status grouping feature, can help you define your own issue age time and view the averages of the same. Also the app has 20+ reports to meet a variety of use cases.

Also the app has a custom calendar option to define your working hours and days which will be taken in calculation for time in status.

More details here.

Disclaimer : I am part of the app team for this add-on

Iryna Komarnitska_SaaSJet_ · Answer

Hi @Vando Goncalves _e-Core_ ,

As far as I know, Atlassian Analytics is still quite limited when it comes to work calendar settings.

If you’re open to trying an alternative, I can recommend an app from my team at SaaSJet.

Time in Status lets you create custom fields that calculate how long each issue spends in a status, as well as other time-based metrics such as lead time, cycle time, resolution time, and more.

The key point is that when you configure these custom fields, you can select the work schedule you need—so all calculations automatically exclude non-working hours, weekends, and holidays (depending on your setup).

Most importantly, these custom fields are available in the Atlassian Data Lake, so you can use them directly when building dashboards in Atlassian Analytics.

Hope this helps!