Zoryana Bohutska _SaaSJet_ Atlassian Partner

Hi @José Agnaldo B_ de Sousa You can consider add-on Issue History. It will let you view all issues which had changed statuses. To filter data only by two statuses you need, you can use export and then "play" with data at Microsoft Excel or Google Spreadsheet. I don't sure that it is what you need, but if you haven't other…

Hi @Mehul Tailor Yes, those add-ons are adapting to every account workflows. And when you will install it on your Jira, you will get your statuses and other issue fields.

That's great, that you've found the solution!

Thank you very much for the help!

Hi @Harry Bob Have I understood you right: you want to find the way to show external users report of the activity with Jira issues? To the list of solution listed before consider add-on Issue History. It will show you all changes that were with all issues field. Also, you can export the data you need and share it with…

Hi @Dionei Piazza Yes, Control Chart can be helpful for you if you are interested in average data and want to monitor it at the graph view. But more details information about the lead time you can get using third-party add-on likes: - Time in Status for Jira Cloud (by SaaSJet) - using it a status group feature. - Time…

@Patricia Francezi_iDev_ how to create a ticket on behalf of the customer? When I had created it, at the ticket is my name and e-mail. Could you help, please? 

Hi @Greta Kauffman You can consider a third-party solution from Atlassian Marketplace, like Issue History add-on. It will let you view data about all changes at each issue fields. To share this information with request participant, you can use data export. Hope it will be useful for you

@Tran_Hoang_Hai I`ve found some detailed information about your request: Here is the list of points that is available for customisation, and article 4 customer-friendly ways to customize Jira Service Desk. Hope it helps

Hi @Emily Lukasik I don't know solution with triggers status update/comment in. But using an app like Boomerang you can set reminders for each ticket to users from your account. There you can add a custom message like: "Please update status or add comment according to the stage of execution of this ticket". After XX hours…

Hi @Brent W. Peterson You can consider third-party tools like Issue History. It let you monitor all changes made for each issue from issue list you need. In your case in the column manager, you can select only one field to review changes is a comment. And you will be view date and time when was added each comment to each…

Hi @Neetu Verma To the list of tools listed above, you can consider as an option other add-ons: Time in Status for Jira Cloud - will show you data in the tablet or chart view about time in each status (also average time, assignee time, status entrance date and others) Time Between Statuses - will let you monitor status to…

Hi @Tran_Hoang_Hai As I know there isn't a built-in solution for this request. There was a similar question https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-to-customize-the-customer-portal-and-help-center/qaq-p/829569

Hi @Vasiliy Grizel For project management could be useful Jira Automation (built-in solution) Also, there are many tools from Atlassian Marketplace. Service Desk (built-in tool) and SLA Time and Report (add-on) will help you with L1, L2 and L3 support. Time in Status for Jira Cloud (add-on)- lets you monitor how long…

Hi @Sergio Esquivel Alternatively, you can consider reminder Boomerang. This add-on automatically reminds users with a custom message by the added comment to the ticket at the time you need. It lets set such numbers of reminds or each issue as you will need. Also, for each reminder, you can select more than one user.…

Do you mean SLA time tracking? Now available two ways to set and view SLA time for Jira Cloud issues: - Jira Service Desk - Add-ons from Atlassian marketplace like as SLA Time and Report The first tool is good because it is a built-in solution, but it works only for the issue from its portal (for L1 support). Also, it let…

Also, you can consider Issue History add-on, which let you monitor all changes at Jira issues, including status to status transitions. And you will be able to view separately only updates made by each user. Additionally you can export data about all status changes and then sort it by user name. So it the one place, you…

nice article)

Hi @Rob You can try to use third-party add-ons like SLA Time and Report. It let you set multi SLA configurations according to your needs (issue type, project, label and others). So in your case, you will be able to set different SLA config for each customer request witch come from JSD portal. Or did you need customer…

I don't know about Time to SLA because I don't use it. SLA Time and Report is not connected to JSD and cannot configure it. But this application can count SLA time for issues from Service Desk, (as Jira Software and Core).

Hi @Andrews For L2 and L3 requests you can try add-ons from Atlassian Marketplace: - Time to SLA for Jira Server, - SLA Time and Report for Cloud version of Jira (Core and Software) Those apps have some differents from JSD, but both for SLA timing. Hope it will help Regards

Hi @Marcus Bengtsson If you need to set time to SLA for Jira Core/Software users and save your company spending, you can consider SLA Time and Report. Add-on works for Jira Software, Jira Core and Service Desk issues and users. It counts SLA time for issues from Service Desk, but cannot configure it. Hope it will help.…

Hi @Kanchana I'm from SaaSjet team, please describe what problems you had faced on? You can't install SLA Time and Report? Do you view its documentation? (installation and configuration) I will be happy to help you, but just let me know more details. Regards Zoryana

Hi @Paul Spaeth You can try add-on Time in Status for Jira Cloud. It will let you monitor the total spend time on tickets and how long issues were in each status of a workflow. Also, there is an available chart view of reports. More features you can explore by using the trial version of this plugin. Please let me know will…

Hi, If I understand you correctly, you can set notification after breached time limits at the Triggers setting in the configuration menu Please, let me know if I misunderstood you.

Hi@cesar_theobaldo I don't know any built-in solutions in Jira, but you can consider third-party tools from Atlassian marketplace like Issue History. It lets you view and export all kind of changelogs for issues you need (including status changes). There are you can monitor who made changes and when. Hope it will help you.

Hi @Enrique_Torres For Project manager I think will be interesting: Jira Automation (built-in solution) Also, there are many tools from Atlassian Marketplace. Time in Status for Jira Cloud (add-on)- lets you monitor how long issues stayed in the specific status. Service Desk (built-in tool) and SLA Time and Report (add-on)…

Hi @d-vitaly You can check third party tools from Atlassian Marketplace For example plugin Time in Status for Jira Cloud generate reports of how long issues stayed in the specific status and total time spend on issues. Also, this add-on calculates assignee time in each issue. It lets select issue list for your report by…

Hi @cesar_theobaldo Do you want to export data about when issues statuses were changed?

Hi @Kiran Kumar Konduru Also, you can get data you need with add-on Time Between Statuses. Using it, you can set statuses for the timer when it should start, be on pause and stop. Also, you can configure time limits and email notifications when exceeded these limits for issues you need.