'Resolution Time'' and ''Closure Time'' Dataplane reports issue

[Deleted user]

Hello,

I am currently using ''Resolution Time'' and ''Closure Time'' Dataplane reports to determine the average time from status OPEN to CLOSED for project tickets.

The issue I have with the data is that, in my workflow, a ticket can go from status 'OPEN' to 'CLOSED' (cancelled resolution) without having been in status 'RESOLVED'. Therefore, the ''Resolution Time'' report has inaccurate data as it does not take those tickets into account. 

Also, I have tickets that follow the workflow as such : 'OPEN' - 'IN PROGRESS' - 'RESOLVED' and remain in status 'Resolved' for some time before going to status 'CLOSED' (and some never do!). So, data from the ''Closure Time'' report is also not valid because :
1) Tickets can remain in status 'RESOLVED' for weeks before status is changed to 'CLOSED' so my closure time is inaccurate.
2) Tickets in status 'RESOLVED' are not picked up by the ''Closure Time'' report when I'd want to consider them 'CLOSED' even if not in that status.

Is there a report (or JQL) I could use that would give me the REAL resolution time from ANY open STATUS to either RESOLVED or CLOSED? What would be your recommendations?

Thank you so much!

[Benito Picarelli]

Hi John,

Additionally, I think Richie's suggestion on this answer might also be of some help: Why session timeout less than one minute？

[john.pfotzer@verizonwireless.com]

Hi Paulo, that is a good suggestion. I will pass this on and let you know the results should I get feedback.

thank you

[Paulo Hennig]

Hello John,

Maybe the root cause is not in the server side, try to talk with the users who are getting their session expired too soon if they could clean their web browser cache or use a different one. 

[Tim Mohrbach]

I appreciate your help, but just suggesting that another browser should be used is not really solving the issue. I have users with the same problem and they don't accept this as a solution either. Anyway, thanks for the hints though!

[john.pfotzer@verizonwireless.com]

Hi LF,

I appreciate your answer. It is a good one, but doesn't quiet answer my dilemma.

Within JIRA, I have some folks that are being logged off frequently, and others are not. Same instance, same Jira, same Bat channel. (if you can relate to that old show). A little confusing to me. Any other suggestions?

Thanks and have a great Memorial Day weekend here in the USA.

John

[Luciano Fagundes]

John

The default session timeout is 5 hours for all users, however, you can change it if you want by following the KB below.

https://confluence.atlassian.com/display/JIRAKB/How+to+change+the+default+session+timeout

Hope it helps!

Cheers

L.F

[Richard Cross]

This doesn't seem to have much effect.  For example, I am able to access a system I haven't logged into for 3 weeks without any prompt for a password.

Generally, while using Atlassian products, I am prompted for a password about once per week.