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JSM Dashboard - Average resolution time

Emery Manayan September 26, 2023

Please help - how to show in Dashboard the Average resolution time of tickets group by priority and per month. I am seeing suggestions like Time in Status and I have installed it but it won't show the needed information.  

5 answers

3 accepted

1 vote
Answer accepted
Emre Toptancı _OBSS_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
September 27, 2023

Hello @Emery Manayan ,

Actually, the data needed for such a report is available in each issue's history but Jira does not present this as a ready-to-use report. I suggest you use a marketplace app for this.

 

Our team at OBSS built Time in Status exactly for this. It is available for Jira Server, Cloud, and Data Center.  (You said you already tried Time in Status but there are several apps in the marketplace with a similar name. I suggest you try Time in Status by OBSS)

Time in Status mainly allows you to see how much time each issue spent on each status or each assignee.

tisCloud_StatusDuration_LeadTime_with Estimates.png    tisCloud_AssigneeDuration.png

You can combine the time for multiple statuses to get metrics like Issue Age, Cycle Time, Lead Time, Resolution Time etc. 

For all numeric report types, you can calculate averages and sums of those durations grouped by the issue fields you select. For example total in-progress time per customer or average resolution time per sprint, week, month, issuetype, request type, etc. The ability to group by parts of dates (year, month, week, day, hour) or sprints is particularly useful here since it allows you to compare different time periods or see the trend. 

tisCloud_StatusDuration_LeadTime_Average_TimeGrouped.png

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. It supports both Company-Managed and Team-Managed projects for Jira Cloud.

Time in Status reports can be accessed through its own reporting page, dashboard gadgets, and issue view screen tabs. All these options can provide both calculated data tables and charts.

Gadget_AverageStatusDurationByComponent.png  tisCloud_StatusDuration_LeadTime_Chart.png tisCloud_IssueView_Data.png

Here is the marketplace page for Time in Status by OBSS:

https://marketplace.atlassian.com/apps/1211756/

EmreT

1 vote
Answer accepted
Danut M _StonikByte_
Rising Star
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September 26, 2023

Hi @Emery Manayan,

You can display the average resolution time (calculated as the time between two statuses, or from the issue creation to its move to a done status) per past intervals with our Great Gadgets app by using the Cycle Time Trend gadget.

Unfortunately it does not support grouping by priority, but you could handle this by adding more gadgets to the dashboard, one gadget for each priority.

With this app you can track many other metrics on JSM. Also, you can display the average resolution time in some other ways, like for example, control chart or histogram chart.

See this article on our blog: An effective dashboard for Service Desk and Customer Support teams in Jira Service Management 

I hope this helps.

Thank you,

Danut.

1 vote
Answer accepted
Teja
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 26, 2023

Hi @Emery Manayan 

Welcome to Atlassian Community!

please find the link which might help you to configure dashboard from Time in status plugin.

Thanks,

Tejaswini

0 votes
Bloompeak Support
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
January 26, 2024

Hi @Emery Manayan

As an alternative, 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 Avg Resolution Time by Priority and Resolution Month report.

AvgResolutionTimeByPriorityAndResolutionMonth.png

For further details, you can have a look at 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, 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.

Hope it helps.

0 votes
Valeriia_Havrylenko_SaaSJet
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
January 25, 2024

Hi @Emery Manayan   👋

If you want to track time to resolution, a better alternative is our Time Between Statuses add-on which generates reports of the transition time from one status to another. With add-on you can easily have average time to resolution on the grid.

Знімок екрана 2024-01-26 о 01.24.25.png

Or you can switch to histogram chart and get average time by average line.

Знімок екрана 2024-01-26 о 01.37.35.png

Try it! Add-on has a 30-day free trial version and free up to 10 users
Hope it helps 😌

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