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Time tracking metrics

Manuel Bernardino Marques da Silva

In confluence i want to be able to, using jira filters, see the

Average time to resolution (Time in between opening a ticket and the resolution statuses);

Average waiting time (since the ticket is opened until someone responds to the ticket);

Average execution time (Time in between opening to closure minus the time in status like "Waiting for customer" etc );

And the time in a x status , like the time a issue was in the "feedback" status

Is there any "Free for all teams" app that allows me to do this, or any native solution within jira?
Thanks

Accepted answers

Tomislav Tobijas

Yeah, natively that's a no.

I mean, you could have some custom fields where you would calculate and store those values (via automation, I guess) and then simply use Jira work items macro to display that.

I'm not sure about Marketplace solutions, but you could probably 'Forge it' and build some custom solution - either in Jira or in Confluence 👀

All comments

Danut M _StonikByte_

Hi @Manuel Bernardino Marques da Silva,

As far as I know, meeting these requirements is not possible using the native Confluence features.

My advice is to search for an app on the Atlassian Marketplace that offers these capabilities.

If you would like to try an app, all your requirements can be easily fulfilled using the macros provided by Great Gadgets for Confluence - an app developed by my team.

#1 Average time to resolution (Time in between opening a ticket and the resolution statuses);

Depending how you want the data to be displayed, this can be easily measured by using any of these macros: Control Chart macro, Histogram Chart macro, Cycle Time Trend macro, or even Time in Status macro.

#2 Average waiting time (since the ticket is opened until someone responds to the ticket);

If the answer changes the status (for example from New into Waiting Customer) this can be easily measured by using any of these macros: Control Chart macro, Histogram Chart macro, or Cycle Time Trend macro.

#3 Average execution time (Time in between opening to closure minus the time in status like "Waiting for customer" etc)

This can be easily measured by using the Time in Status macro, configured to exclude the Waiting for customer customer.

#4 The time in a x status , like the time a issue was in the "feedback" status

This can be easily measured by using the Time in Status macro.

Here is an example. You can display data as chart and/or table.

For more details on how to use these macros see this article: https://community.atlassian.com/forums/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369

Danut

Tomislav Tobijas

Yeah, natively that's a no.

I mean, you could have some custom fields where you would calculate and store those values (via automation, I guess) and then simply use Jira work items macro to display that.

I'm not sure about Marketplace solutions, but you could probably 'Forge it' and build some custom solution - either in Jira or in Confluence 👀

Manuel Bernardino Marques da Silva

Thank you for you help, but unfortunatly im looking for a free to all teams marketplace app
Have a nice day

MS

Manuel Bernardino Marques da Silva

Thanks for your help, when you mean "forge it" you're talking about creating an app myself?
And if yes can you provide some guidance in that matter?
Thanks once again

MS

Tomislav Tobijas

@Manuel Bernardino Marques da Silva exactly that - creating your own solution with Forge.

Now, I've only tested Forge a couple of times for some experiments we did, but I know some of my colleagues use it extensively.

What I can share are some resources, such as:

I know a lot of people use Rovo and Rovo Dev (potentially together with Claude), and I've seen a lot of examples where Rovo Dev can basically write the whole app for you, but you need to be familiar with basic concepts at least. Again, this requires a lot of experimentation, but it is possible 👀

I'm not a developer myself (I just don't like looking at a black screen full of characters 😂), so can't be much of help here.

Fatma Uzundemir from The Starware

Hi @Manuel Bernardino Marques da Silva 👋🏻 ,

Jira’s native features don’t provide these metrics directly. The closest field is the resolution date, but it only shows when an issue was completed; it doesn’t show how much time was spent in each status during the process.

If you’re open to using a 3rd-party app, I can recommend ChronoFlow - Wait Time Analysis for Jira for this use case.

With ChronoFlow - Wait Time Analysis for Jira, you can:

🌱 Average time to resolution
It calculates the time from issue creation to resolution and averages it across issues filtered by JQL (project, sprint, assignee, priority, etc.). You can also break it down by different dimensions like assignee or priority.

🌱 Average waiting time (Open → First response)
You define which statuses are considered “waiting” (e.g. Open, To Do, Waiting for Support). The time spent in these statuses is calculated from the changelog, giving you a clear and measurable first response time.

🌱 Average active time
You can exclude “waiting” statuses if needed. By grouping statuses (e.g. Active, Waiting, Blocked), you can focus only on active working time without needing automation or scripts.

🌱 Time in Status
You can see how long each issue spent in each status. This can be used in the issue view, issue navigator, or JQL filters.

Other useful features usually include:

Reports grouped by assignee, status, or priority with Excel/CSV export
Issue view charts for workload and status comparisons
Working hours and calendar support (to avoid counting weekends or non-working hours incorrectly)
Historical recalculation for existing issues

🍀 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.

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