How to trackhow long each ticket was opened for in a project and create report on It?

[Vera Valshonok]

Hi!

IS there a way to stack for a project how long each ticket was opened for and create report on It?  

I want to see tume in front of each ticket and be able to create a report from It.

Thanks!

[Jack Brickey · Accepted solution]

Hi @Vera Valshonok , if you mean you would like to display the time between Created and Resolved for each issue then I would suggest adding a custom field (e,g. Time open, etc) and use automation to populate that field when an issue is resolved. the following Automation smart value should give you the time in hours, minutes, seconds if my memory serves...

{{issue.created.diff(issue.resolutiondate).prettyPrint}}

[Vera Valshonok]

Thanks!

How should the automation looks like and where the field takes info from in this case, from SLA?

[Jack Brickey]

Example rule

output looks like...

Time was 848 days 0 hours 11 minutes 31 seconds

[Gizem Gökçe _OBSS_]

Hello @Vera Valshonok ,

To track how long each ticket was open and create detailed reports, I recommend using Timepiece - Time in Status for Jira, developed by my team at OBSS.

Timepiece automatically calculates the total time tickets spend across their lifecycle or within specific statuses, such as from creation to resolution. Key features include:

• Status Duration Report: Shows time spent in each status and allows combining statuses to calculate metrics like Issue Age, Cycle Time, Lead Time, and Resolution Time.
• Export Options: Generate reports in formats like CSV or XLS.
• Dashboard Gadget: Add reports directly to Jira dashboards for easy access

Timepiece is available for both Jira Cloud and Data Center. Let me know if you’d like help setting up this report or need more information! 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

[Hannes Obweger - JXL for Jira]

Hi @Vera Valshonok

if you're open to solutions from the Atlassian Marketplace, you may want to have a look at 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 long list of so-called history columns that aren't natively available, including the time in [status], time between [status] and [status], and many, many more.

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 Excel or CSV in just two clicks.

Any questions just let me know,

Best,

Hannes

[Vitalii_Bobak_SaaSJet]

Hi @Vera Valshonok 

If you need more precise report, you can try out Time Between Statuses add-on.  
This tool is great for precise reporting because it includes options like calendar settings (working days/hours) and allows you to customize transition settings (e.g., first time, last time, or total time in status).

In your earlier question about creating a report to measure the time from "Work in Progress" to "Done" while skipping certain statuses, the Time Between Statuses app also provides the flexibility to exclude specific statuses from the calculation.

For your current query, the app can help you:

1. Measure the total time each ticket was "opened" by calculating the time from the creation status to its resolution or closure.
2. Generate reports that show this time in a clear format, including exporting the data for further analysis.

You can also book a live session or contact us at Support - we'll help you with add-on. 

Add-ons developed by my team.

Let me know if you'd like a walkthrough or more details! 😊

[Danut M _StonikByte_]

Hi @Vera Valshonok,

The solution offered by @Jack Brickey is great, being based on the Jira native's functionality, but if an issue is resolved and after a while is reopened and resolved again, the calculated time will also include the time the issue stayed in the first resolved status... 

For more accurate data, you could try using an app from Atlassian Marketplace that is capable to calculate the total time issues stayed in "to-do" and "in-progress" status categories. 

If you consider the idea of using an app, our Great Gadgets app has a Time in Status gadget that displays the time in each status along with the Total time for each issue. By default, the gadget does not include the "done" category statuses - so you will get an accurate with the time each ticket was open for with minimal effort. This report can be easily exported in CVS. 

Danut   

[Jack Brickey]

If you wanted to reset the clock on reopen, simply use a separate rule to clear the custom field. This is not to diminish any third-part app as there are many great such solutions and if the requirements justify the added cost that is the way to go.