Time Spent and SLA Met/Breached

[hmnaqvi]

I want to make a report that shows time spent on a issue considering all the holds and working hours. Issue with the time to resolve field is that it shows time remaining for SLA to breach. Apart from this, I also want to show SLA met/breached in a column as well based. 

Please note that our agents do not log work time on issues. Is there any possible way to extract such information.

[Zoryana Bohutska _SaaSJet_]

Hi @hmnaqvi 

Also, you can consider other solution Time in status for Jira Cloud app - automatically calculate the time each ticket or issue was on each stage of the workflow (in progress, on hold, etc.). 

To select issues that have Met or Branched SLA you can use JQL filter (for example "Time to Response" != everBreached())

Also, you can exclude not working hours from a calculation using the Multi-Calendar feature.

Additionally, you can monitor time spend data in graph view for issues you need.

Hope it will help

Regards

[Scott McDonald]

Hi @Zoryana Bohutska _SaaSJet_ ,

We want to calculate the actual time spent on working the ticket vs the total time the ticket was open.  Will that app accommodate that scenario?

For example: a ticket was open for 3 days, but the technician spent 45 minutes working and resolving the issue.  For management purposes, we'd like to show the 45 minutes vs 3 days.  Is that possible?

Thank you,

Scott

[Valeriia_Havrylenko_SaaSJet]

Hi @Scott McDonald 👋

Yes, app accommodate that scenario with Time in Status. For this you simply: 

1. Create a Status Group with active statuses called "Cycle time," including "In Progress" and "On review."

2. Create another Status Group named "Lead time" with all statuses.

               

Easily compare two status groups:

Also you can save this configuration as a preset to easily access to data.

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

[Mehmet A _Bloompeak_]

Hi @hmnaqvi ,

Functionality of displaying time spent on each status is not possible out of the box. You can try Status Time app developed by our team. It provides reports on how much time passed in each status as well as status entry dates and status transition count.

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. It has various other reports like assignee time, status entry dates, average/sum reports(eg. average in progress time per project).

Here is the online demo link, you can see it in action and try.

If you are looking for a free solution, you can try the limited version Status Time Free. Hope it helps.