SLA - tracking time in status + showing SLA in a ticket

[Vera Valshonok]

Hi community, 

I've created a new  SLA without a goal and can not see it in the tickets for some reason. How can I make it visible. We have 5 SLA's but only 2 of them are visible in the tickets.

We are trying to track how much time does a ticket spend time in the status In progress, also if it went into other status after status in progress and then returned to In progress, we would like to see how long altogether did it spend in status In progress , not including time spend in the other statuses. What are the ways to track it? 

[Yuliia_Borivets__SaaSJet_]

Hi @Vera Valshonok 

Do you need to set SLA conditions to count only when issues are In Progress status?

If so, you can check the SLA Time and Report app and choose In Progress as the Start condition, and other statuses as the Pause condition. You can also view it on the ticket panel.

For general info about all statuses, you can check Time in Status for Jira - Reports | Charts | Dashboard. It shows time spent in each status separately.

Both apps are developed by my team.

[Gizem Gökçe _OBSS_]

Update on May 9th, 2024: Time in Status by OBSS was recently rebranded as Timepiece. It is still the same capable app with the same dedicated team behind it. The answer below mentions the app as "Time in Status" but you can find the app in the marketplace as "Timepiece (formerly Time in Status)". 

Hello @Vera Valshonok ,

I believe Time in Status which is developed by my team at OBSS, has report types that will meet your need.  Our app is available for both Jira Cloud, and Data Center. 

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

Time in Status offers two report types for your case:

The first one is Status Duration report (please see the screenshot above) which shows how much time each issue spent on each status. You can combine the time for multiple statuses to get metrics like Issue Age, Cycle Time, Lead Time, Resolution Time etc. 

As an alternative approach, Time in Status also has Duration Between Statuses report type which shows the duration between two specific statuses. This report type also allows the user to exclude the times for "pause" statuses.

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.

I hope you have the opportunity to review and use Time in Status. Enjoy a 30-day free trial to experience the full range of features.

Hope it helps,

Gizem

[Mehmet A _Bloompeak_]

Hi @Vera Valshonok

If you prefer to use a marketplace app to get time in status reports, 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 Time in Status for Each Issue report. You can filter by Issue Type, Status, Assignee, Created fields or by typing your own JQL(using "Switch to JQL" button).

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, 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.

[david]

The ticket should belong to a project that has the SLA defined.

The issue should be in the SLA’s scope.

If you’ve confirmed these points and the SLA is still not visible, it might be due to the specific settings of your ticketing system. Some systems might have additional requirements or settings that control the visibility of SLAs.

Also, remember that SLAs can be applied to tickets in several ways. They might be applied by a workflow or escalation process, or by another SLA. An SLA is chosen and applied based on matching criteria.

If you’re still having trouble, I’d recommend checking the documentation for your specific ticketing system or reaching out to their support for assistance. Let me know if you need help with anything else.

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Thanks

David

https://usps-track.us/