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Create Resolution Time Report for closed tickets

Brooke Musat

I want to create Resolution Time Report for closed tickets. I've tried to do this a few ways.

1st, I created a filter for all closed tickets for a particular issue type. Then I tried to run the report for those issues in the filter and I got this message: "There are no matching issues to report on.". Which seems odd, because there are over 400 issues in said filter.

2nd, I tried to pull the report into a kanban board and run it from there but I get the same message.

3rd I tried something slightly different, I tried to run the same report (Resolution Time Report) off a kanban board for issues that are in several open states (not closed), and the report delivered data for the entire Project not just the issue type.

I am confused and not sure how to get this information.

Thanks

-B

Accepted answers

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Glenn Morrow_ygjurp

For the first option you tried what is the filter? If you run that just in a search do you get results? You say there should be 400 odd tickets, so does a filter get that result? If so then the same thing should work in a report if it is the same - so test and refine it in a search filter first.

Does that help?

Brooke Musat

Hey Glenn, So when I run just the filter I get 492 results (see below). But I am still unable to run a Resolution Time Report using this filter. Is it because the tickets are closed? I just want an easy way to look back on closed tickets and understand how long (on average) they took to resolve.

Glenn Morrow_ygjurp

Nope. Works fine for me doing a very similar filter. One thing, why "projects" in your filter? Are you running the report from a different project than the one you are reporting non? That said I did that and it works for me but it might be a cross-project permissions thing? Are you running the report from he OPS project or elsewhere?

If that doesn't fix it for you, can you send a screenshot of the page you get "There are no matching issues ..."? I can get that if I don't select right filter etc. If you send a screenshot of that it might reveal something.

Glenn Morrow_ygjurp

See my other reply. My iPhone seems to be messying up what comment it thinks I am replying to

Brooke Musat

Hey Glenn, so the filter I created (screenshot in my above comment) is for a specific issue type. The OPS project does have a handful of issue types in it, if that makes a difference. This (below) is the result I get for that filter now (seems like no data is being pulled in). Is it because the tickets are closed and never went to a "Resolved" state? All I want is to look back on past closed tickets and understand how long they they took to be resolved (Open Date - Closed Date essentially)/

The other approach I just tried was running the report from the Kanban board. Here are 2 screenshots of what I did:

Step 1 - chose same filter as above (Closed EXP_Marketing Tickets)

Step 2 Clicked "Next" button and saw this

Brooke Musat

So I think the issue is that ticket never went to a resolved state. From the filter I just exported to excel and then ran a report that found the difference between the "Created Date" and the Updated Date". This seemed to work.

thanks

-b

Glenn Morrow_ygjurp

Yep! Sorry, I was a bit slow on picking that up. Yes it if it a Time to Resolution report they need to have gone thorough "resolution" status for that flag to be set (date/time resolved). In your filer you can change to "List view" (button next to Basic/Advanced - far right) and then add a column for "Resolved" - for all tickets where that column is blank a "Time to Resolution" won't report them. Why there isn't also a "Time to Closed" report I don't know - you could ask Atlassian! But in the meantime yes you Excel option sounds best. Good luck!

Former user

Atlassian's way of doing things backwards never cease to amaze me. I don't use Resolved in my flows so I can't determine how long does it take to close a ticket. How annoying is that?

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