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MTTA and MTTR Tracking and Reporting

Jay May 13, 2024

I am looking for any addons or automation or API ways to complete these types of tracking. We are looking to track this data for every ticket within our JSM. Additionally, we only want MTTA/MTTR tracked on specific ticket types. Any help would be super appreciated.

3 answers

1 vote
Dave Rosenlund
Community Leader
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May 13, 2024

Hi, Jay.  Jira Service Management natively allows tracking MTTA (Mean Time To Acknowledge) and MTTR (Mean Time To Resolve).

Have you tried this and are not finding it adequate? Or, maybe you did not know this?

Best,

-dave

 

0 votes
Danut M _StonikByte_
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May 13, 2024

Hi @Jay,

Your best option here is our Great Gadgets app, which allows you measure MTAA and MTTR and display it in various ways.

As Control Chart - displays issues by their cycle time (MTTR or MTAA in your case) in a plot diagram for a certain time period. It display average and allows you to set a threshold to easily identify the ones (red-colored) that took longer than expected.  

image.png

You will be able to see MTTR for individual issue, by hovering the mouse over them.

image.png

As Trend Chart - displays the average cycle time (MTTR or MTAA in your case) for past time intervals along with a linear or polynomial trend line and the overall average.

image.png

As Histogram Chart - displays the distribution of the cycle time (MTTR or MTAA in your case) and shows how many issue took longer than expected.

image.png

In addition, these charts can display a Data tab which contains a detailed report with all the issues.

 The Data tab showing the issues along with their cycle time

Have a look over this article: https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369

In sections 3 and 4 you will see the complete solution for tracking metrics like MTTA or MTTR by using the gadgets offered by our Great Gadgets app. As you will see, the app lets you track many other useful metrics. 

 

You could start with 1-month of free trial. If you need any help, please contact us at support@stonikbyte.com.

Hope this helps.

Danut

0 votes
Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 13, 2024

@Jay -

Out of the box, have you already look into setup/configure SLA for your JSM projects, where SLAs should be able to provide you with the data that you needed.

https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/

https://support.atlassian.com/jira-service-management-cloud/docs/create-sla-goals-based-on-customer-details/

Otherwise, you can take a look at Scriptrunner for Jira to create custom calculated fields with scripting setup.  Once the fields are created, then you can make them available to your JSM project's issuetypes/field context.

https://marketplace.atlassian.com/apps/6820/scriptrunner-for-jira?tab=overview&hosting=cloud

Hope this helps.

Best, Joseph Chung Yin

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