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How to skip/ignore time for which ticket is blocked (Awaiting Response)

Is there a way to track the time for which the ticket was not in Awaiting Response status? I intend to quantify the time when the ticket wasn't blocked on my team.

Ticket creation time --> auto-captured 

Ticket end time --> manually entered


I intend to achieve the followings using the service desk .csv report

  1. Total time to resolve the ticket minus the time(s) for which the ticket was blocked by a client or by other time
  2. Time(s) for which the ticket was blocked by a client or by other time

2 answers

Hi @Poojanpreet Singh 

JSD allows us to select conditions when SLA timer should be on pause.


Hi @Zoryana Bohutska _SaaSJet_ thanks for the response. Those timers are on pause when the ticket is in Awaiting Response status but those detailed time slots are not captured in the JSD .csv report.


Can you please help further?

To get data about time in each status you need some app like Time in status for Jira cloud. Also, it lets you calculate the time ticket has been spending in groups of statuses if you need it.  And this data is available for export.

Is that a jira product and can I integrate it with my current JSD (cloud) anyhow?

This app works with Jira Service Desk, Jira Core and Software

Hi @Poojanpreet Singh ,

Below 2 apps developed by our team provides the time passed on each status and provides export of the data.

Status Time: It generates status time report based on a calendar(7/24 or your working calendar). You can see it on online demo here.

Status Time Free: Limited but free version of the above.

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