Create a report

[Chris Leonidas]

Greetings I am trying to create a weekly reports for all the tickets that I will receive in a week.
in that report I must include the time for first response and the resolution time.
how can I achieve that through the reports tab on my project?

[Valeriia_Havrylenko_SaaSJet]

Hi @Chris Leonidas  👋

Welcome to the Atlassian Community!

Specifically for calculating different time metrics, you can try Time Between Statuses add-on. Here, you don't form statuses in a status group so much as transitions between them.

You can also set up highlights of values that exceed the permissible level, and in this case, you can receive issue and email notifications.

Another add-on for you is Time in Status.
You can group all the statuses necessary to calculate the Time to resolution and Time for first response and the resolution time metric and get this calculation on the grid, chart pr dashboard.

Add-ons have 30-days trial version, free up to the 10 users and developed by my SaaSJet team.

I hope this helps 😊

[Ivan Garcia _Appfire_]

Hi @Chris Leonidas welcome to the community!

For a native workaround in Jira, you can try setting up JSM queues to filter the tickets received within the week and configure SLAs to track the time to first response and resolution time. However, it might require manual compilation of data for weekly reporting...

For a more efficient and detailed solution, I recommend using our app Dashboard Hub Pro. This app integrates seamlessly with Jira Service Management (and 14+ other products) and offers several advanced reporting gadgets:

• Time to First Response and Time to Resolution: Track these critical metrics with dedicated gadgets that fetch data directly from JSM.
• Combine Metrics: Integrate these metrics with other gadgets, Time in Status reports, and custom charts to provide a comprehensive view of your weekly ticket data.
• Customizable and Centralized Dashboards: Design interactive and highly visual dashboards that can be tailored to your specific reporting needs. Use metrics and custom charts from 15+ products to create a single reference point.
• Simplify Reporting: Use password-protected links to share dashboards with external stakeholders or share them directly from the JSM Customer Portal.

Check this live dashboard to get a feel of what Dashboard Hub Pro dashboards look like

I hope this helps you achieve your reporting goals!

[Sami Linnanvuo {Screenful}]

@Chris Leonidas If an add-on is an option, I suggest taking a look at Analytics & Reports by Screenful. You can add charts to a report using the library of 15+ custom charts and schedule reports to selected recipients.  

You can see tje time for first response and the resolution time by placing them as columns in the Task list. 



You can learn more by reading the step-by-step guide for creating reports with Screenful.

[Mehmet A _Bloompeak_]

Hi @Chris Leonidas

Welcome to the Atlassian Community!

If you prefer using a marketplace app, 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 further details, you can have a look at Status Time Reports How to Videos.

App Features:

• 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, resolution 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 completely free solution, you can try the limited version Status Time Reports Free.

If you have any questions, feel free to schedule a free demo with us.

Hope it helps.

[Danut M _StonikByte_]

Hi @Chris Leonidas,

I would suggest creating a Jira dashboard with all the necessary gadgets for tracking the metrics you mentioned. And then share that dashboard link with the project stakeholders or export it in PDF. The advantage of using dashboards is that they are highly customizable and let's you centralize the info in one single page. 

Here is an article that shows how to build such dashboard in JSM:

https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369

 As you will see in the article, with the Control Chart, Trend Chart or Histogram Chart gadgets offered by our Great Gadgets app you will be able to track Time To First Response and Time To Resolution metrics very easy, plus many other metrics specific to JSM/ITSM.

You could start with a 1 month free trial. If you have any questions about using these gadgets, feel free to contact us at support@stonikbyte.com.

Hope this helps.

Danut