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Create age and time to resolution reports in Service Desk

Brian Hassler

I would like to create a report in Service Desk that shows the average time to resolution of issues for a given time period. I would also like a report that shows the average age of currently open incidents, and/or an ageing incident report.

These are all very common and basic support desk metrics-- I'm a little surprised they're not part of the pre-packaged reports, and will be even more surprised (and disappointed) if it's not possible.

Accepted answers

All comments

Jeremy M

Dear Brian,

There are multiple reports in JIRA that will show the requested data. The average resolution of issues for a given time period can be done with;

Resolution Time Report

Shows the length of time taken to resolve a set of issues for a project/filter. This helps you identify trends and incidents that you can investigate further.

The average age can be shown with:

Average Age Report

Shows the average age of unresolved issues for a project or filter. This helps you see whether your backlog is being kept up to date.

Friendly Regards,

Jeremy Mooiman

Brian Hassler

Hi Jeremy,

Thanks for the reply, this is great news!

I have the time to resolutions report, but don't see the Average Age Report in our Support Desk instance. Any idea where I would look for that?

Thanks,
Brian

REHAB HelpDesk

@Jeremy M I don't see the Average Age Report either, is this in a specific version of JIRA Service Desk?

Karen Orr

I would also like to see the Average Age Report and do not have that option.

Emre Toptancı [OBSS]

Hello @Brian Hassler

Built-in Jira reports and gadgets offer very limited flexibility on this one.

If you are OK with using a marketplace app for this, our team at OBSS built Timepiece - Time in Status for Jira for this exact need. It is available for Jira Server, Cloud, and Data Center.

Time in Status mainly allows you to see how much time each issue spent on each status and on each assignee.

tisCloud_StatusDuration_LeadTime_with Estimates.png

Time in Status also has Duration Between Statuses report type which shows the duration from issue creation to a specific status or the duration between two specific statuses.

The app has Consolidated Columns feature. This feature allows you to combine the duration for multiple statuses into a single column and exclude unwanted ones. It is the most flexible way to get any measurement you might want. Measurements like Issue Age, Cycle Time, Lead Time, Resolution Time etc.

For all numeric report types, you can calculate averages and sums of those durations grouped by the issue fields you select. For example total in-progress time per customer (organization) 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.

tisCloud_StatusDuration_LeadTime_Average_TimeGrouped.png

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. It supports both Company Managed and Team Managed projects.

Time in Status 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.

Using Time in Status you can:

See how much time each issue spent on each status, assignee, user group and also see dates of status transitions.
Calculate averages and sums of those durations grouped by issue fields you select. (For example, see average InProgress time per project and per issue type.)
Export your data as XLS, XLSX, or CSV.
Access data via REST API. (for integrations)
Visualize data with various chart types.
See Time in Status reports on Jira Dashboard gadgets

Timepiece - Time in Status for Jira

EmreT

Emre Toptancı [OBSS]

Hello @Karen Orr

Our app, Time in Status by OBSS, supports Jira Server, Data Center, and Cloud.

Timepiece - Time in Status for Jira

EmreT

Mehmet A _Bloompeak_

Hi @Karen Orr

You can try Status Time Reports app developed by our team which is available for Jira server/data center/cloud. It mainly provides reports and gadgets based on how much time passed in each status.

You can select issue fields and statuses that you want to see in your report. It has a dynamic status grouping feature so that you can generate various valuable reports as time in status, time in assignee, status entry dates and status counts, cycle time and lead time, average/sum reports by any field(e.g. average in progress time by project, average cycle time by issue creation month).
You can search issues by Project, Issue Type, Status, Assignee, Issue Creation/Resolution Date(and any other Date field) and JQL Query.
Status durations are calculated according to theworking calendar you define. Once you enter your working calendar into the app, it takes your working schedule into account too. That is, "In Progress" time of an issue opened on Friday at 5 PM and closed on Monday at 9 AM, will be a few hours rather than 3 days.
You can set different duration formats.
You can export reports in CSV file format and open them in MS Excel.
You can also add this app as a gadget to your Jira dashboards and reach “Status Time” from Issue Detail page.
You can enable/disable access to Status Time reports&gadgets and Issue Detail page per project, users, groups or project role.

Here is the online demo link, you can see it in action and try without installing the app.

If you are looking for a free solution, you can try the limited version Status Time Free.

Note: If you are interested in cycle and lead time, you can have a look at the article below.

Cycle Time and Lead Time in Jira: Productivity Measurement with Two Critical Parameters

Hope it helps.

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