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Is it possible to get the average time to resolution statistics of yesterday's service project in the dashboard? The shortest now is 48 hours, but we must have an average of one day because we must follow our KPI day-to-day basis. Yes, we get a lot of requests during the day.
I know it is possible to do these under service project reports to set the custom time range to one day, but it is not very convenient to do every day.
Maybe there is some workaround, some other way?
Disclaimer: currently we are still working with our old help desk and we do not have requests on the Jira service desk yet, but we are preparing for the future.
Hello @Ignas Selvestravičius
All you need is to add a Gadget to a Dashboard. Configure a Gadget according to your needs (choose an Average time report type, project, and "Created yesterday" as Date ranges.
You'll get data based on a previous date on your Gadget.
Also, you can create a Status Group to get the information you need.
It's developed by my team and is free for using up to 10 users. Please, let me know if you have any questions.
Hope it helps.
Hello @Ignas Selvestravičius ,
On your dashboard or other reports, if you are selecting your issues based on a JQL query, you can use the "startOfDay()" and "endOfDay()" JQL functions for this purpose. As the name suggests, these functions point to the beginning and end of each calendar day. When used without a parameter, they point to the beginning and end of today. But you can also use them with positive or negative integer parameters to refer to previous or future days.
project = ABC and created > startOfDay() and created < endOfDay()
This will get you the issues that are created today and only today. Another example with parameters:
project = ABC and created > startOfDay(-1) and created < endOfDay(-1)
This will get you the issues that are created yesterday and only yesterday. It will exclude earlier days and it will also exclude today.
I can also suggest an alternative solution with our Time in Status app. It is available for Jira Server, Cloud, and Data Center.
Time in Status has Duration Between Statuses report which works like an SLA timer that shows the duration for each issue between status A and status B.
You can also get the averages of these durations grouped by issue fields you select. Grouping by year, month, week, day, hour is also possible so you can see and compare several days at once. (The screenshot below shows a Status Duration report grouped by month but it is pretty much the same for a Duration Between Statuses report grouped by days.)
If the built-in reports are not enough, you may consider using another app for analyzing resolution time.
eazyBI for Jira is a business intelligence tool and offers a set of predefined KPI (key performance indicators) for issue analytics, including average resolution days.
In eazyBI reports, you may adjust reporting period to year, month, or day level and set relative periods like "current week" or "yesterday" for the report. In addition, you may use other filter criteria, like, issue priority, reporter, organization, project, etc. And in the report, you interact with numbers and see individual issues behind them or check them by some other perspective (see picture below).
Here are some widespread reports in the eazyBI demo account you can check out: https://eazybi.com/accounts/1000/dashboards/7513-age-lead-and-cycle-time
You can publish the report on the Jira dashboard using a gadget.
Zane / support@eazyBI.com
If you are fine with a marketplace app, you can try out our add-on to get this data
Disclaimer: I work for RVS, the vendor for this app, and I am one of the developers of the app.
You can get average time to resolution report of your tickets for each day by using Status Time Reports app (developed by our team) and following the steps below.
1. After installing the app, go to reporting page of the app. Under Columns section click on "+ Add Status Group" button.
2. Enter "Resolution Time" as the status group name and by clicking on "+ Add Status" button add your " ticket in progress" statuses like Waiting for Support, Waiting for Customer(do not add Done or Completed statuses).
3. Under Report Type section choose "Average".
4. On "Select field to group" choose Created(day), Created(month) and Created(year).
5. Now you can see average time to resolution report of your project with Created Date (year, month, day), Number of Issues and Resolution Time fields. For example, the row in the blue rectangle shows number of issues and average resolution time for the date 03.03.2022.
Here is the online demo link of our app, you can see it in action and try without installing the app.
Hope it helps.