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JSM Dashboard - Average resolution time


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.  

3 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.
Sep 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. 


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:


1 vote
Answer accepted
Danut M [StonikByte]
Rising Star
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Sep 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,


1 vote
Answer accepted
Community Leader
Community Leader
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Sep 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.



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