I am looking at providing specific information on how long it took to close incidents via JIRA - Time to resolution.
I have looked at using the created and resolved dates to work out the time difference (minutes, hours, days) between when an incident was raised and when it was resolved.
However, as the SLA can be paused this does not give me the accurate history of how long the incident was in an 'active' status.
So, for example, an incident was raised at 9:38am on March 18. It was resolved at 3:38pm on March 19.
My 'timediff' calculation works out that the incident took 30 hours to resolve. However, if you look at the incident, the 'Time to resolution' states '29min'. This is the figure that I need to report on not the difference between the created and resolved dates.
Does anyone know how to do this?
Hello Matt, how are you?
Many thanks for your response Susane.
I guess all I really need is a way to somehow pull out the 'Time to resolution' data from JIRA so that I can work with it outside of JIRA and produce the MI I am being asked to produce.
Is there any way to export this data?
Do you have any further thoughts on how I can export the 'Time to resolution' from JIRA?
I would just need the following fields:
Key, Priority, Status, Created, Resolved, Reporter, Tempo Team, Assignee, Support Category, Organizations (or Service Desk Organisation) and the 'Time to Resolution'.
I have tried calculating the difference between the Created & Resolved dates but this does not give me the actual 'Time to Resolution' as it does not factor in when the SLA has been paused.
Any help would be greatly received.
Hi Atlassian Community! This is Teresa from the Atlassian team. My colleague Paul Buffington @Buff and I are excited to share a brand new ITSM resource we’ve created – "The Complete Guide to At...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event