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Calculating the MTTR in Jira.

Great day.
Does anyone know if there is a way to calculate the MTTR and other calculations directly by Jira, for free? I've been searching for free apps from Atlassian's marketplace, but I haven't found anything. Does anyone know about this? I saw that there is already a question like this on the link: https://community.atlassian.com/t5/Jira-Service-Management/How-to-calculate-MTTR-in-JIRA/qaq-p/860342#U1734714 but that was it years ago and no one else responded.

Thanks for listening.

3 answers

1 vote

@Felipe Rodrigo P_ P_ de Lima 

Hi there:

In our environment (Jira/JSM Data Center), we use ScriptRunner for Jira to create scripted field to calculate MTTR, and it works perfectly.  However it is a fee based add-on.  You can read more about it - https://marketplace.atlassian.com/apps/6820/scriptrunner-for-jira?hosting=cloud&tab=overview

In my opinion, this add-on is a must have for any Jira/JSM installation.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Thanks for the tip. Unfortunately I believe the company I work for will not pay, but thank you anyway.

0 votes
Jack Community Leader Jun 28, 2021

Nothing has really changed in this regard since that article was written to the best of my knowledge. What you have at your disposal is related to the gadgets in the dashboard. So I would inspect those and see if you can get them to meet your needs.

Hi @Felipe Rodrigo P_ P_ de Lima ,

It is not possible with the built-in JQL functionalities. For that specific reason, we developed Status Time app. It provides reports on how much time passed in each status. You can group statuses to get "resolution time" and take average resolution time by month.

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. It has various other reports like assignee time, status entry dates, average/sum reports by any field(eg. average in progress time by project, average cycle time by issue creation month). And all these are available as gadgets on the dashboard too.

Here is the online demo link, you can see it in action and try.

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

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