Average time to resolve tickets for last 30 days

Brian Milovich January 16, 2023

I'm searching for a method to track Average Time to resolve a ticket for the last 30 days.  The built in widgets don't really provide a clear solution; I've read an article or two that indicate you can create a jql: 

resolution != Unresolved AND Organizations = "ORGANISATION_NAME" and resolutiondate >= startOfMonth() and resolutiondate <= endOfMonth()


Is using JQL the best method to make this happen?  It seems this would be a default gadget, but doesn't appear to be.  The average age chart seems to only display open items, not the average resolve time.  

Any easy methods to handle this?

6 answers

4 votes
Karolina Wons_SaaSJet
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January 17, 2023

Hello @Brian Milovich 

You can easily get the Average time it takes to solve each issue with Time in Status for Jira Cloud by my SaaSJet team. It generates the Average time report which you can filter by the assignee and get the average time it takes to solve the issues for the necessary assignee.

Average Time.gif

You can export this report to CSV and XLSX files or share the with other team members or even analytical systems for further analysis.

You can get a free 30-day trial version. And ask me if you have any additional questions.

Hope it helps

Brian Milovich January 17, 2023

@Karolina Wons_SaaSJet 

I'm looking to add an average time (from Open to Close) for the sum of all issues.  

I'm hoping to have that number displayed within my dashboard.  Is that possible?

Valeriia_Havrylenko_SaaSJet
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
January 25, 2024

@Brian Milovich  👋

For everybody who searching the solution we have
 alternative - Time Between Statuses add-on which generates reports of the transition time from one status to another. With add-on you can easily have average time to resolution on the grid.

Знімок екрана 2024-01-26 о 01.24.25.png

Or you can switch to histogram chart and get average time by average line.

Знімок екрана 2024-01-26 о 01.37.35.png

Try it! Add-on has a 30-day free trial version, free up to 10 users and developed by SaaSJet as well.
Hope it helps 😌

1 vote
Madhu_RVS
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January 17, 2023

Hi @Brian Milovich 

Welcome to the community !!

If you are open for a mktplace solution, you can try out our plugin,

Time in Status Reports 

The add-on provides the time in each status for the entire lifecycle of the issue, including the average time.

You can group multiple statuses and only include the ones you need to define a total combined time in those statuses.

Do try it out.

Disclaimer : I work for RVS, the vendor for this app

 

TIS.PNG

0 votes
Shawn Giese April 15, 2024

Wow, lots of marketplace solutions. Any Atlassian solutions?

Valeriia_Havrylenko_SaaSJet
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
April 15, 2024

Hi @Shawn Giese 👋

Unfortunately, Jira does not have a native field that calculates the Time to Resolution 
that is why you see lots of marketplace solutions. 

If you want get average time to resolve tickets, there are several Apps out there: Jira apps | Atlassian Marketplace 

 

0 votes
Danut M _StonikByte_
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February 17, 2023

Hi @Brian Milovich,

You could try our Great Gadgets app for Jira & Confluence.

It offers gadgets that allows calculating and displaying the average time of resolved tickets in very easy way. 

The control chart displays the average of the resolved issues. 

Control Chart Gadget

Also, the cycle time trend chart can display the average for time periods, as well as the trend. 

Cycle Time Trend Gadget

These gadgets offer also a Data tab, with details for every issue.

The Data tab showing the issues along with their cycle time

If you need help with the configuration, please contact support@stonikbyte.com.

 

Regards,

Danut  

0 votes
Bloompeak Support
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
January 17, 2023

Hi @Brian Milovich

Welcome to Atlassian Community!

As an alternative, you can try Status Time Reports app developed by our team. It mainly provides reports and gadgets based on how much time passed in each status.

Here is the online demo link, you can see it in action and try without installing the app.

  • This app has a dynamic status grouping feature so that you can generate various valuable reports as time in status, time in assignee, status entry dates and status counts, cycle time and lead time, average/sum reports by any field(e.g. average in progress time by project, average cycle time by issue creation month).
  • You can search issues by Project, Issue Type, Status, Assignee, Issue Creation/Resolution Date(and any other Date field) and JQL Query.
  • Status durations are calculated according to the working calendar you define. Once you enter your working calendar into the app, it takes your working schedule into account too. That is, "In Progress" time of an issue opened on Friday at 5 PM and closed on Monday at 9 AM, will be a few hours rather than 3 days.
  • You can set different duration formats.
  • You can export reports in CSV file format and open them in MS Excel.
  • You can also add this app as a gadget to your Jira dashboards and reach “Status Time” from Issue Detail page.
  • You can enable/disable access to Status Time reports&gadgets and Issue Detail page per project, users, groups or project role.

If you are looking for a free solution, you can try the limited version Status Time Free.

Hope it helps.

0 votes
Emre Toptancı _OBSS_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
January 16, 2023

Hello @Brian Milovich ,

JQL is used to just filter issues. JQL by itself can't calculate average vales for you.

If you are limited to out-of-the-box functions, your best bet would be to use the Average Age chart (available as a dashboard gadget or project report) or the Control Chart (available as part of Kanban Board reports if you have Jira Software). Both of these options provide an overall picture of your issues and they offer limited flexibility in terms of report parameters.

For maximum flexibility, you should use a marketplace app.

 

If you are OK with using a marketplace app for this, our team at OBSS built Time in Status for this exact need. It is available for Jira Server, Cloud, and Data Center.  

Time in Status mainly allows you to see how much time each issue spent on each status and on each assignee

tisCloud_StatusDuration_LeadTime_with Estimates.png  tisCloud_AssigneeDuration.png     

The app has Consolidated Columns feature. This feature allows you to combine the duration for multiple statuses into a single column and exclude unwanted ones. It is the most flexible way to get any measurement you might want. Measurements like Issue Age, Cycle Time, Lead Time, Resolution Time etc.

For all numeric report types, you can calculate averages and sums of those durations grouped by the issue fields you select. For example total in-progress time per customer (organization) or average resolution time per sprint, week, month, issuetype, request type, etc. The ability to group by parts of dates (year, month, week, day, hour) or sprints is particularly useful here since it allows you to compare different time periods or see the trend.

tisCloud_StatusDuration_LeadTime_Average_TimeGrouped.png

The app calculates its reports using already existing Jira issue histories so when you install the app, you don't need to add anything to your issue workflows and you can get reports on your past issues as well. It supports both Company Managed and Team Managed projects.

Time in Status reports can be accessed through its own reporting page, dashboard gadgets, and issue view screen tabs. All these options can provide both calculated data tables and charts.

And the app has a REST API so you can get the reports from Jira UI or via REST.

Gadget_AverageStatusDurationByComponent.png  tisCloud_StatusDuration_LeadTime_Chart.png

Using Time in Status you can:

  • See how much time each issue spent on each status, assignee, user group and also see dates of status transitions.
  • Calculate averages and sums of those durations grouped by issue fields you select. (For example, see average InProgress time per project and per issue type.)
  • Export your data as XLS, XLSX, or CSV.
  • Access data via REST API. (for integrations)
  • Visualize data with various chart types.
  • See Time in Status reports on Jira Dashboard gadgets

https://marketplace.atlassian.com/apps/1211756/

EmreT

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