How can I determine how long an issue was "open" and the exact date and time it was "resolved"

[Shaun McGuire]

I need to be able to create a report showing how many issues were created in a calendar period and how many were resolved. I can get the created date, but I'm not finding a resolved date. Is this possible? It seems like it would have to be to actually measure the performance of a service desk team.

[Valeriia_Havrylenko_SaaSJet · Accepted solution]

Hi @Shaun McGuire 👋

You have three options to determine the resolution time of an issue:

1. By JQL (Jira Query Language): You can use JQL to create a filter that includes both

   the creation date and the resolution date of the issues. By constructing a query, you can retrieve the necessary data to calculate the resolution time. Here's an example of how you can do it:

   
created >= "2023-01-01" and created <= "2024-01-31" AND resolved >= "2023-01-01" and resolved <= "2024-01-31"
   Replace "start_date" and "end_date" with the desired date range. This query will filter issues created and resolved within that range.

2. By Adding the Created vs Resolved Gadget

     3. By Time In Status: This add-on tracks the amount of time an issue spends in each status. You can easily gat report about how long an issue was "open" and the exact date and time it was "resolved". Just simply:

1. Filter issues by Resolved 
2. Set date range for issues. 
   
   
   

Add-on developed by my SaaSJet team.
Let me know if you need further assistance with either option!

[Trudy Claspill · Accepted solution]

Hello @Shaun McGuire 

There is a Resolved date for each issue. It is set automatically when the Resolution field is set.

Have you looked at the Created vs. Resolved gadget that is available natively in the Jira Dashboards? That gadget leverages the Created and Resolved dates in the issues to generate the chart.

[Gizem Gökçe _OBSS_]

Update on May 9th, 2024: Time in Status by OBSS was recently rebranded as Timepiece. It is still the same capable app with the same dedicated team behind it. The answer below mentions the app as "Time in Status" but you can find the app in the marketplace as "Timepiece (formerly Time in Status)". 

Hello @Shaun McGuire ,

If you are ok to use a marketplace app for your reports, Time in Status which is developed by my team at OBSS, is the tool I would highly recommend. It is available for both Jira Cloud and Data Center.

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

Time in Status offers Status Duration report for your case:

Status Duration report (please see the screenshot above) which shows how much time each issue spent on each status. You can combine the time for multiple statuses to get metrics like Issue Age, Cycle Time, Lead Time, Resolution Time etc. Using the Cycle Time metric, you can see how much time it has taken to resolve the issue. You can also add Resolved date as a field in your report and see the resolution date as required. 

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.

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. Also you can export the reports in to various formats easily. 

Visit Time in Status to explore how our JIRA add-on can revolutionize your metrics measurement process. Enjoy a 30-day free trial to experience the full range of features.

If you wish, you can also schedule a live demo. We will provide a comprehensive overview of the application and address any inquiries you may have.

Hope it helps,

Gizem

[Kris Dewachter]

Hi @Shaun McGuire ,

You could use this JQL to find issues that were resolved in a specific time period.

resolved >= "2024-01-01" and resolved <= "2024-01-31"

Best regards,

Kris