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Time to Resolution Report Flat Line

Claire Christian March 13, 2024

When going to generate reports, the "Time to Resolution" stays a flat line at 0.00 no matter what I change. What am I doing wrong so it will show the proper times, and not just 0?

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Danut M _StonikByte_
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March 13, 2024

Hi @Claire Christian,

It could be due to the fact that your issues do not have the Resolution field set.

Please note that there are better and easier ways to track Time to Resolution in Jira.

See this article, which might be of great help for you https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369.

Danut.

Claire Christian March 14, 2024

Thank you. Resolution fields are set. We need to be able to generate and export a report each month for time to resolution rather than just see it on our boards.

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Joseph Chung Yin
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March 13, 2024

@Claire Christian -

Welcome to the community.  Please provide more details on your ask "Time to Resolution", so we can assist you further.

For the report to work properly, did you configurate the project's SLA setting properly?  See the following link on SLA configuration - https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Claire Christian March 13, 2024

Thanks, let me look into this.

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