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How to Calculating Ticket Resolution Time massively?

mark_tsai March 19, 2024

Hi community,

I'm interested in calculating the resolution time for each ticket, specifically the duration from when a ticket is created until its status changes to "Closed." Is there a way to display this information as a field in the "Filters" page, or perhaps another feature can achieve the same outcome?Thanks!

6 answers

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Walter Buggenhout
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 20, 2024

Hi @mark_tsai,

This looks like a classic example of a time to resolution SLA. JSM supports this out of the box and there is even reporting available for it, see this KB article.

Interesting references you may want to review:

Once you have set up a Time to Resolution SLA that meets your needs, you can simply display this resolution as a column in issue search as well.

Hope this helps!  

0 votes
Bloompeak Support
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
March 20, 2024

Hi @mark_tsai

If you prefer to use 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.

You can get issue resolution time by using cycle time(the time it takes for the team to start working on an issue and complete it) or lead time(the time interval between the moment an issue is requested to the moment it is completed) report. 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 Lead Time for Each Issue and Cycle Time for Each Issue reports.

For further details, you can have a look at Cycle Time and Lead Time in Jira: Productivity Measurement with Two Critical Parameters article and Status Time Reports How to Videos.

  • 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, 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.

Hope it helps.

0 votes
Amay Purohit_RVS
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March 20, 2024

Hi @mark_tsai 

You can use Jira Rest APIs to pull this information. 

However I believe an app can help if you need this information often for multiple issues. If you are fine to try out one, you can take a look at the one which we have built for the same use case.

Time in Status Reports 

One of the many reports which the app provides is Time in Status report which shows how much time each issue spent through each status. You can also group your statuses to check your issue resolution times. The app has 20+ reports to track your bottleneck Issues & Processes.

Disclaimer : I work for the vendor who built this app

TIS-1.png

0 votes
Gizem Gökçe _OBSS_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
March 20, 2024

Hello @mark_tsai ,

If you are open to using an application specifically tailored to your needs, 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

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. 

Status Duration Report With Resolution Time.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 team or average resolution time per sprint, epic, 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. 

Average Resolution Report.png

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

0 votes
Vitaly_Berezovsky_SaaSJet
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
March 20, 2024

Hi  @mark_tsai 

For these purposes, I can recommend the SLA Time and Report.

This add-on allows you to work with different customer metrics, such as time-to-resolution or time-to-response.

This is an example of working with the Time to Resolution metric in the SLA Time and Report add-on:

1. Create three new SLAs for the same Project, using the same Work schedule and Start/Pause/Stop conditions as the previous configurations, excluding the Reset SLA – leave it unconditional.

1.png

If you have teams in different time zones and need to calculate SLAs for each group, you can add a Location condition – a custom field value which allows teams to select their time zone on the ticket.

2.png

2. Set the time goals and Limit Exceeded actions for each SLA configuration. In our example, it will be notified via the SLACK channel about Breached time limits.

3.png

 

Breached time for Medium priority

3.png

Breached time for High priority

5.png

Breached time for Highest priority

3. Save all SLA configurations.

4. Finally, select all SLAs as the filter for issues. You can see the time spent on the SLA time goals and identify any that were exceeded or breached through the table report or charts.

6.png

That’s all! Enjoy your work without exceeding the resolution and response time.

The application has a 30-day trial period and is free for small teams (up to 10 users), so you can check how well it suits you. My team developed it so our support team can help you with the settings.

0 votes
Vicente Domínguez _Decadis AG_
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March 20, 2024

Hello @mark_tsai,

I am part of the Decadis team and I would like to propose a solution using our app Smart Fields for Jira.

It would be possible to display the time until resolution in a field as explained in our use case Elapsed time between creation and resolution.

If you need more information about this or other implementations, please, do not hesitate to contact us in this thread or via our Support Service Desk or visit our documentation.

Best regards,

Vicente

 

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