How to get a report that tells me time to resolution

[elle fortner]

Hi on Jira Service Management I am looking for a way to find the average time from one an issue is created to when it is completed. It would need to be able to take into consideration issue type and be based on a certain window of time (not all time issues created).

[Valeriia_Havrylenko_SaaSJet_AbcSite]

Hi @elle fortner  👋
Welcome to the Atlassian Community!

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

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. 

Also you can book a demo with our specialist to see add-on in action!

Hope this helps!

[Vijay Dadi]

Hi @elle fortner ,

You can create a filter adding a column "Time to Resolution". Remember this time to resolution is derived from your SLA configuration which considers issue types, holidays etc etc.

Vijay

[Madhu_RVS]

Hi @elle fortner 

Welcome to the community !!

If you are open to try a mktplace app, pls do take a look at 

Time in Status Reports 

With this app you generate time in status for multiple issues with multiple filter and grouping options. You can also group your statuses to define your resolution times. The app can easily be added as a dashboard gadget.

The time between status transitions can help with this use case as shown below.

More details here.

Disclaimer : I work for the vendor who built this app

[Hannes Obweger - JXL for Jira]

Hi @elle fortner

welcome to the community!

As you can see from the previous answers, this is an area where many Jira users rely on apps from the Atlassian Marketplace to fulfil their reporting needs. 

If a Marketplace app is an option for you, I think you'll like the app that my team and I are working on, JXL for Jira. 

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you’d do in e.g. Excel or Google Sheets. It also comes with a number of so-called history columns that aren’t natively available, including an issue's time between created and resolved, time in [status], or time between [status] and [status].

This is how it looks in action:

As you can see above, you can easily sort and filter by your history columns, and also use them across JXL's advanced features, such as support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting.

Of course, you can also export your data to XSLX (Excel, Google Sheets) or CSV in just two clicks. 

Any questions just let me know,

Best,

Hannes

[Gizem Gökçe _OBSS_]

Hello @elle fortner ,

Welcome to the community!

Timepiece (formerly Time in Status) ,the oldest and the most comprehensive "Time in Status" solution in Atlassian Marketplace, which is developed by my team at OBSS, has a report type that will meet your need. 

In Status Duration report you can combine the time for multiple statuses to get metrics like Response Time (Time to first response), Resolution Time(Time to Resolution), Issue Age, Cycle Time, Lead Time  etc. 

As an alternative approach, Timepiece also has Duration Between Statuses report type which shows the duration between two specific statuses. This report type also allows the user to exclude the times for "pause" statuses. (Please see the screenshots below for both of the reports)

For all numeric report types, you can calculate averages and sums of those durations grouped by the issue fields you select. For example in your case you can have a report which shows the total or average resolution time per issuetype. 

You can also use date filtering to filter out issues that were created, resolved or updated between specific dates.

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 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

[Danut M _StonikByte_]

Hi @elle fortner,

Have you tried the Time to Resolution report that is specific to JSM projects? It might be useful for you. 

The time between the creation of the issue and its completion is also called "lead time" (or the time to resolution, from the customer's perspective).

If you need more advanced charts, you will probably need to search on Atlassian Marketplace for apps that provides "lead time" or "time to resolution" stats or reports.

If you take into consideration the idea of using an app, our Great Gadgets app offers some gadgets that let you calculate Time to Resolution (or Lead Time) and display it in various ways on your dashboard.

Time To Resolution as Trend Chart - displays the average time to resolution for issues in a filter/JQL in the past time intervals along with the trend line and the overall average

Time To Resolution as Control Chart - displays the issues from a filter/JQL by their time to resolution, along with the average line

These gadgets include also a Data tab with a detailed report showing info about all the issues, which you can export in CSV.

Both chart are based on a JQL/filter as data source and they let you set a window of time. Unfortunately they do not group data by issues type, but you could eventually add a gadget for each issue type if you don't have so many.

For more details about these gadgets and how to use them, have a look over this article An effective dashboard for Service Desk and Customer Support teams in Jira Service Management. The Lead Time Histogram gadget could be also helpful.

Danut

[Mehmet A _Bloompeak_]

Hi @elle fortner

Welcome to the Atlassian Community!

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 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 report.

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.

App Features:

• 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, resolution 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.

If you have any questions, feel free to schedule a demo with us.

Hope it helps.