@Dietmar Kruppe, as Nic conveyed the created field is readily available and can be used to understand how long issues are open. My only question here is what do you mean by "track" in your question and does simply being able to see the created date in a filtered list achieve your goal?
So it seems you are trying to use the baseline to establish reasonable SLA times. IMO I would create filters for each priority, assuming you are going to set up SLAs based upon priorities. Then use the Resolution Time gadget and Average Age Chart to establish the baseline.
At the moment we have no real support times and I would like to work proactively. I would like to create a report or filter, which gives me exact time when the tickets are opened. This way, I can see when most tickets are created and the support times are derived.
My problem is that I do not know how? I have not worked with the program for a long time and can not find any help in the help.
ok. lets see if this helps.
This will give you a list of all issue for the project. All issues will have a date for when it was created. Issues that are complete will have a date in the Resolved column and a duration value in the Time to Resolution column. The later is what I think you are looking for ultimately. But if your sample set is very small then establishing a baseline is questionable. That said you need to start somewhere. When I set up SLAs the first time I set them w/ input from the team then we ran for 6mos, reviewed results and then tweaked.
Note the filtered results can be difficult to get a quick assessment if you have hundreds to work with so I recommend one of two next steps.
hope this helps. BTW, there is a lot of documentation on Atlassian's site that will help you in this endeavor.
Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...
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