I need to analyze ticket timing outside Jira, using BI tools to generate interactive dashboards.
Is there a way to export the resolution time used for SLA check or a timestamp that indicates when a ticket has been resolved?
Hi @Giuseppe Costa , welcome to the community!
If you are using a specific status to indicate that issue is resolved, then you can use status transition date. There are marketplace apps which provides reports on status time and status transition date.
One of them is Status Time developed by our team at Bloompeak. It provides reports on how much time spent in each status as well as status entry dates and status transition count. It also has export functionality.
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(eg. average in progress time per project).
Here is the online demo link, you can see it in action and try. Hope it helps.
Hello @Giuseppe Costa ,
You can get this data using our app Time in Status which also introduces REST API endpoints for BI integrations.
Time in Status allows you to see how much time each issue spent on each status or assigned to each assignee as well as entry/exit dates for all statuses. You can calculate averages and sums of those durations and count grouped by issue fields you select. (For example see the total InProgress time per Epic). You can also combine statuses into consolidated columns to get SLA like reports or see metrics like Ticket Age, Cycle Time or Lead Time.
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.
The app has Custom calendar support which means you can get your reports based on a 24/7 calendar or your custom business calendar. (This one is important because a 24/7 calendar in most cases shows misleading data. For example an issue created at 16:00 on Friday and was resolved at 09:00 on next Monday seems to stay open for 2,5 days but in terms of business hours, it is only a few hours. You can see this using Time in Status by OBSS.)
Using Time in Status you can:
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