I am trying to create a report that shows the average time tickets are in a given status, such as Waiting for Customer.
When building a series, I see a choice for the status, but not a way to then act on it for what I need.
Hi @Steven Groves ,
did you try to use Average time in status gadget on Dashboards?
You will be able to select the projects and statuses you're interested in and time grouping that makes sense for you.
And then you'll get chart telling you how is your average time in status is changing over time.
Interesting 🤔 I would check these things:
1. Is the correct project selected in the settings?
2. In the chart settings, there is Days previously field by default set to 30 days...did you have any ticket in the selected project in Waiting for customer status?
3. If you did have issues in this status in the last 30 days, are they marked as resolved? It seems that the chart only calculates with resolved issues.
Thank you for the follow-up.
We only have one Project currently.
The Days Previously is set to 30. I also tried longer periods. We have tickets in the past and current that are Waiting on Customer. Is there a difference between "Resolved" and "Completed"? We mark all of our tickets as Completed. Resolved is not a choice in our tickets. I think I have something configured incorrectly or we are using the system in a way that the Completed tickets are not being considered as Resolved for the reports.
Hi @Steven Groves.
It's easy to resolve with the Control Chart, Time in Status for Jira Cloud, or Time between Statuses.
Control Chart provides shortened information (average time) and only in charts, but it can be helpful for you.
Time in Status for Jira Cloud generates a report of how long issues have been staying in a specific status. Concerning your issue - you get the Cycle and Lead Time data by grouping time in statuses. Go to the Status Groups and here you can add New Group or manage existing ones (edit or delete).
Also, you can try Time between Statuses, which gives the ability to monitor how long it takes to move from one status to another.
Just a few clicks and you will get all the necessary data.
I hope you'll find this info helpful.
Hello @Steven Groves
If you are interested in a ready built solution, our team at OBSS built Time in Status app for this exact need. It is available for Jira Server, Cloud and Data Center.
Time in Status allows you to see how much time each issue spent on each status or assigned to each assignee or group. You can combine statuses into consolidated columns to see metrics like Age, Cycle Time or Lead Time. All durations can be display in various formats including days, hours, minutes even seconds.
The app can calculate averages and sums of those durations grouped by issue fields you select. (For example see the average InProgress time per project and per issuetype or see the sum of InProgress time per component).
The app has custom calendar support so 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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