Status Timeline graphics for one or multiple issue(s)

Question

Hello,

in the "It Service Desk Workflow (itil)" there are many steps possible (Open, Closed, Blocked, Pending external, ...).

We would like to know how long this issue were Opened (means the time when we treat really the issue, and we want this stat to know our efficiency), but we don't want to include the time when the issue was Blocked or Pending external, that seems logical to me.

The history is available but is not easily readable to extract time data for a given status. So I ask if there is an add-on or a plug-in to put these data on a Timeline graphic, with each different status should be displayed in a different color for example: http://campus.murraystate.edu/mygate/images/timeline.jpg

It's just an example to give you an idea of what I would like. Blue should be the "Open" status, Orange "Blocked", Green "Pending external" etc.....

And I would like to know if it was possible also to establish on all issues of a hole project (or even a Search view should be more powerfull) the average time of the Open status for these issues.

I hope you understand what I'm searching for. If it is not possible, thank you to give an other way to reach this goal.

Thank you very much :)

Thierry Molina · Answer

Ok I found "Time in Status" custom field.

Open "Administration" menu => "Issues"

To the left click on "Custom filed", then on the right click the button "Add custom field".

Select "Time in Status" and click "Next"....

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But I think it's not what I'm searching for because the average seems to be done during a period. I would like to know TODAY (and since the beginning) how long each issue is Open, and make ranges like that:

http://hpics.li/3f9d5ff

and then, with 1 time by issue, juste make the simple average. Example:

Issue_1 = 2d

Issue_2 = 3d

Issue_3 = 10d

Issue_4 = 1d

2+3+10+1=16

16/4= 4d

An issue is Open 4d in average.

Thierry Molina · Answer

Thank you for your answer.

I think the average time for issues in a status is enough for the moment. I try to make this chart but I a have a problem discussed there:

https://answers.atlassian.com/questions/29452/how-do-i-get-the-average-time-in-status-chart-to-work?page=1#306479

https://answers.atlassian.com/questions/162208/average-time-in-status-error-in-setting-it-up?page=1#306480

But I still not have the solution because I don't find where custom fields are configurable. I continue to search for that and I will tell you is that works as I want ;)

Thierry Molina · Answer

Thank you for your answer.

I think the average time for issues in a status is enough for the moment. I try to make this chart but I a have a problem discussed there:

https://answers.atlassian.com/questions/29452/how-do-i-get-the-average-time-in-status-chart-to-work?page=1#306479

https://answers.atlassian.com/questions/162208/average-time-in-status-error-in-setting-it-up?page=1#306480

But I still not have the solution because I don't find where custom fields are configurable. I continue to search for that and I will tell you is that works as I want ;)