How to create a report about resolution ticket times

[Ignacio Iglesis López]

Hi i need to make a report about how many support tickets were solved in 0-2 hours 2-4 hours, etc.

I can have this information in a table, but i cannot use the jql functions to have series about different time frames. Is this possible to do or i'll need to download the data and do it in excel for example.

Thanks

[Valeriia_Havrylenko_SaaSJet]

Hi @Ignacio Iglesis López  👋

Welcome to the Atlassian Community!

If you're looking for time to resolution metric try out Time Between Statuses add-on. 

To get report like this simply define the statuses in your Jira workflow that represent the beginning and end of the resolution process. 

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

Add-on developed by my by SaaSJet team. 

We are offering you a 30 days of free trial, and you can also book a demo with our specialist.
Hope this helps!

[Mehmet A _Bloompeak_]

Hi @Ignacio Iglesis López ,

As an alternative, you can try Status Time Reports app developed by our team.

If you are looking for a free solution, you can try the limited version Status Time Free. Hope it helps.

[Danut M _StonikByte_]

Hi @Ignacio Iglesis López,

I'm afraid that this is not possible by using Jira's default reports or gadgets. You could eventually search on the Atlassian Marketplace for apps that provide this type of report.

if you consider the idea of installing an app from Atlassian Marketptlace, be aware that our Great Gadgets app offers a Cycle Time Histogram Chart gadget that provides exactly the info you need. All you have to do, is to configure it to calculate the cycle time as time between issue creation and its entrance in status category done (default settings).

In this example, you can see how many issues were resolved in every range. If you hover the mouse over the bar, you will see exactly the number of issue in that range, as in this example:  

The gadget lets you set custom ranges on x axis: 0-2, 2-4, etc and allows you to set a threshold to see how many issues breached the SLA.  

On its Data tab, the gadget displays a report with the cycle duration (resolution time in your case) for each issue, which you can export in CSV format for further processing.

Hope this helps.

Danut

[Gizem Gökçe _OBSS_]

Hello @Ignacio Iglesis López ,

Welcome to the community!

For the solution of your problem I will suggest you to use a 3rd party app. Timepiece (formerly Time in Status) ,the oldest and leading "Time in Status" app in Atlassian Marketplace, which is developed by my team at OBSS, has a report type that will meet your need.  Our app is available for both Jira Cloud, and Data Center. 

Status Duration report (please see the screenshot above) which shows how much time each issue spent on each status is the solution to your problem. You can combine the time for multiple statuses to get Resolution Time and sort them in ascending order. 

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.

Visit Timepiece (formerly Time in Status) to explore and 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

[Adolfo Casari]

@Ignacio Iglesis Lópezthe best option is to have an addon for complete reporting, otherwise you might try to use an automation rule to set a customfield with options 0-2, 2-4, etc. depending on the difference between resolved and created date (or whatever other criteria you want to use).

Then you can use the Two Dimensional, Issue Statistics, etc. gadget.

[Bhanu]

Hi @Ignacio Iglesis López

Welcome to the community!

You can completely achieve this using Jira Service Management.

Setup SLA for each of your targets.

Example for your use case:

SLA1: 0-2 hours

SLA2: 2-4 hours

This document can help you with the SLA setup: https://support.atlassian.com/jira-service-management-cloud/docs/create-an-sla/

Once you set them up, you will need to create a Report using the SLA series, you'll find SLA met, SLA Berached, etc..

This Doc should help you create a report: https://support.atlassian.com/jira-service-management-cloud/docs/create-a-new-custom-report/

Hope this helps you get started with it!