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Can you measure the time a person spends to finish an incident?

Hello

Currently we were asked as a team to know how long it takes a person to solve an incident, we have already made an investigation with a project that we had but we could not find the way.

By any chance does anyone know how this process is done?

6 answers

Hi @dhernandezs 

If you need to track how long it takes each team member to solve the issue, you can try Time in Status for Jira Cloud. It's Assignee time report helps to track it easily both on the grid or as Charts. assignee by assignee.png

If you have any difficulties, Custom Fields functionality (will be released these days). So you will get helpful usecases regarding the chosen report directly in the add-on.

This add-on is developed by my SaaSJet team. Please, let me know if you have any questions.

Hope it helps to solve your issue

0 votes

Hello @dhernandezs

This is not available as an OOTB feature. You can try implementing this yourself or use a ready marketplace app for this.

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     

Time in Status offers two report types for your case:

The first one is Status Duration report (please see the screenshot above) which shows how much time each issue spent on each status. This report type 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.

As an alternative approach, Time in Status also has Duration Between Statuses report type which shows the duration between two specific statuses.

tisCloud_DBS_Metrics.png  tisCloud_DBS_Report.png

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.

Time in Status 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

0 votes
Bloompeak Support Marketplace Partner Sep 25, 2022

Hi @dhernandezs

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. For your case, you can have a look at Time in Assisgnee report.

  • This app has a dynamic status grouping feature so that you can generate various valuable reports as 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
Rahul_RVS_Support Marketplace Partner Sep 18, 2022

Hi @dhernandezs

 

If you are fine with a mktplace app, you can try out our add-on to get this data.

The "Time with Assignee" report shows the time the issue was with an assignee for diff statuses.

With this you can find out how much time the assignee took to complete the issue.

 

Time in Status Reports 

The main features are as below

  • Multiple Time in Status Reports. Excel Export available for all status reports.
    • Time in Status
    • Time with Assignee
    • Time in Status with Assignee
    • Time with Assignee per Status
    • Status/Assignee Count
    • Multiple Transition Reports
    • Avg Time in status reports
    • Status Transition Dates Report
    • Time in Status Per Time Grain
    • Time with Assignee Per Time Grain
  • Status grouping
  • Save your reports
  • CSV Export
  • Multiple chart types
  • Dashboard Gadget

TWA.PNG

Hi @dhernandezs

Apart from the standard reporting on SLA's there is time tracking available. 

https://support.atlassian.com/jira-service-management-cloud/docs/log-time-on-an-issue/

Did you try this out yet? 

0 votes

It depends on what solving means.

Are you measuring time to actually fix the problem, or time between receiving the incident and closing it?

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