How to track time for ticket to be resolved excluding time it spend in specific statuses?

[Vera Valshonok]

Hi Community,

I am looking for a way to track how much time was taken for the ticket to become resolved (excluding time in two of the statuses that are located i the middle of the workflow).

[Rebekka Heilmann (viadee) · Accepted solution]

Hi @Vera Valshonok 

in JSM you can use SLAs for that.

You can define SLAs to your liking, configuring when they start counting, when they pause and when they end. You can also define goal metrics dependent on issue fields.

Set up SLA conditions | Jira Service Management Cloud | Atlassian Support

In your case, the SLA should start on Request creation, pause in Status A and B and end when the resolution is set (or the issue reaches a specific status).

[Rebekka Heilmann (viadee)]

Usually, new JSM projects will come with a couple of standard configurations, one of which is Time to Resolution. You only need to edit that SLA to something like this:

[Vera Valshonok]

Thanks! got it! Where do i see after this info? For much time tickets been from created to closed  or waiting for approval for example excluding couple of statuses. Where does this info show?

[Rebekka Heilmann (viadee)]

There is an SLA Panel in the issue view of a Request. You can turn that on/off for each Request type. You can also add the SLAs to the Queue view.

Moreover, Under Knowledge > Reports in your project side bar there are multiple preset and custom reports available.

[Vitaly_Berezovsky_SaaSJet · Accepted solution]

Hi @Vera Valshonok 

You can realize this using our add-on SLA Time and Report for Jira.

You need to open the Grid Table to monitor task fulfillment.

After you can see Enhanced/Elapsed time hints (for SLA timers and on column hover) with:

• start and target dates;

• demonstration of data on the percentage of completion SLA to the target date, elapsed and remaining time;

• SLA status;

• type of the Calendar used to calculate time.

You can export a table report as XLSX or CSV files with elapsed 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

[Vera Valshonok]

We are looking for the way to track it without the payed app

[Hannes Obweger - JXL for Jira · Accepted solution]

Hi @Vera Valshonok

as @Rebekka Heilmann (viadee) said, I'd also look into SLAs first to see if your exact use case can be modelled.

If this isn't possible for one reason or another, there are also a number of apps available in the Atlassian Marketplace that operate in this space. As an example, this would be easy to do using 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 time in status[es], and many more. In your time in status column, you can pick all the statuses you are interested in (and leave out the ones you don't want to be considered), and then chose to see the combined time across all relevant statuses.

This is how it looks in action:

In the example above, "Time waiting" would be a combination of a couple of statuses. As you can see above, you can easily sort and filter by it, and also use it across JXL's advanced features, such as support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting.

Any questions just let me know,

Best,

Hannes

[Valeriia_Havrylenko_SaaSJet_AbcSite]

Hi @Vera Valshonok   👋

To track time for ticket to be resolved excluding time it spend in specific statuses in 2 clicks it with Time in Status 
Just simply: 

• Filter issues: Resolved
• Choose statuses that you need 

If you have team up to 10 user add-on is free for you, also you have 30-day free period. Add-on powered by my SaaSJet team. 
Have a nice day 👋 😊

[Gizem Gökçe _OBSS_]

Update on May 9th, 2024: Time in Status by OBSS was recently rebranded as Timepiece. It is still the same capable app with the same dedicated team behind it. The answer below mentions the app as "Time in Status" but you can find the app in the marketplace as "Timepiece (formerly Time in Status)". 

Hello @Vera Valshonok ,

If you are ok to use a marketplace app for your reports, 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. 

Time in Status offers two report types for your case:

The first one is 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. 

As an alternative approach, Time in Status 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.

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 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

[Mehmet A _Bloompeak_]

Hi @Vera Valshonok,

I think lead time report is what you are looking for. If you prefer using 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.

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. You can customize your lead time report by choosing the statuses you want to include in your lead time calculation.

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, 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.