Request for Assistance with Measuring Ticket Resolution Time

[Iris Ayelin]

Update: 

I have set up an automation rule that triggers when a ticket's status is changed to "Done".
The rule updates the custom field 'Resolution Time' when it calculates the number of days between the created date and the resolved date.

Now, I would like to know how I can display the average resolution time on the dashboard.

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Hi,

I would like to measure the time taken from the created date to the closing date for each ticket.

The goal is to calculate the average time it takes to resolve a ticket in our project.

Can anyone suggest how to achieve this?

Thank you!

[Amay Purohit_RVS]

Hi @Iris Ayelin 

You can Jira Rest API's to get this data or a mktplace app can help here. If you are open to try out one, do take a look at

Time in Status Reports 

One of the many reports which the app provides is Time in Status to determine , how much time the issue spent in each status of the workflow of your issues. As you can see in the screen grab below. 

The app has 20+ reports to meet a variety of time in status use cases.

More Details here 

Disclaimer : I work for the vendor who built this app

[Valeriia_Havrylenko_SaaSJet_AbcSite]

Hi @Iris Ayelin  👋

Unfortunately, there is no way you can find with native gadget, but you can achieve it with marketplace app such as Time in Status.
With Time in Status you can display the average resolution time on the dashboard by List View. 

Also you can display the average resolution time on the dashboard by Chart View. 


 Here is the configuration menu, so you can configure your report precisely for your needs.

And with Columns, you can choose statuses that you want to calculate and unite them into Status Groups to calculate the total average time for metrics such as Resolution Time, Cycle Time, and Lead Time.

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

[Mehmet A _Bloompeak_]

Hi @Iris Ayelin

If you prefer to use a marketplace app, 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.

You can get ticketresolution time by using lead time(the time interval between the moment an issue is requested to the moment it is completed) or cycle time(the time it takes for the team to start working on an issue and complete it) or report. 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 Lead Time for Each Issue and Cycle Time for Each Issue reports.

For further details, you can have a look at Cycle Time and Lead Time in Jira: Productivity Measurement with Two Critical Parameters article and Status Time Reports How to Videos.

If you have any questions, feel free to schedule a free demo with us.

App Features:

• 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, resolution 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.

[Jack Brickey]

Consider these Dashboard gadgets 

Resolution Time Gadget

Displays a bar chart of the average resolution time (in days) of resolved issues.

Average Age Gadget

Displays a bar chart of the average number of days that issues have been unresolved.

[Duc Thang TRAN]

Hello @Iris Ayelin 

For me, if you are using Jira Service Management, you can create an SLA rule with the start condition set to "Created" and the end condition set to "Entering Resolved". This will allow you to see how much time is spent on a ticket.

[Gizem Gökçe _OBSS_]

Hello @Iris Ayelin ,

There is no built in solution in Jira for this. So in order to track the time spent on each status I suggest you use a marketplace app. I can recommend Timepiece (formerly Time in Status) , the oldest and leading "Time in Status" app in Atlassian Marketplace, which is built by my team at OBSS. It is available for Jira Server, Cloud, and Data Center.  

Timepiece mainly allows you to see how much time each issue spent on each status or each assignee. 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 cycle time per kanban team 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.

Timepiece 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. And the app has a REST API so you can get the reports from Jira UI or via REST. Also you can export the reports in to various formats easily. 

Visit Timepiece (formerly Time in Status) to explore and enjoy a 30-day free trial to experience the full range of features.

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