We are researching how to report average resolution time for a ticket/Issues.

[Tina Thomas]

Working in the cloud application, we are trying to report the average times it takes to resolve a ticket/ticket for different support groups. I have looked at reports and gadgets but nothing seems to fit. Any help would be appreciated.

[Amay Purohit_RVS · Accepted solution]

Hi @Tina Thomas 

If you are open for a mktplace app, you can try our addon:

Time in Status Reports 

The add-on provides the time in status and there are 20+ reports in the app which help to meet a wide range of use cases.

For time to resolution the app provides a feature to group your statuses and you can easily define your own resolution/lead/cycle times.

More details here

Do try it out.

Disclaimer : I work for RVS, the vendor for this app

[Mehmet A _Bloompeak_ · Accepted solution]

Hi @Tina Thomas

If you prefer using 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.

Here is the online demo link, you can see it in action and try without installing the app. For your case, you can create lead time reports such as Lead Time by Project report.

For further details, you can have a look at Status Time Reports How to Videos.

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.

If you need any help, feel free to contact us via support@bloompeak.io or schedule a demo with us.

Hope it helps.

[Valeriia_Havrylenko_SaaSJet_AbcSite]

Hi @Tina Thomas  👋

If you want to get average time to resolution, a better alternative to Jira's reports is our Time Between Statuses add-on which generates reports of the transition time from one status to another. With add-on you can easily have average time to resolution.

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

[Hannes Obweger - JXL for Jira]

Hi @Tina Thomas

If you're open to solutions from the Atlassian Marketplace, you may want to have a look at the app that my team and I working on, JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you’d do in e.g. Excel or Google Sheets. It also comes with a number of advanced features (including support for issue grouping and sum-ups), as well as a long list of so-called history columns that aren’t natively available, including time to resolution, time in [status], time between [status] and [status], and many more.

With these, you can build a report like e.g. this in just a couple of clicks:

Any questions just let me know,

Best,

Hannes

[Danut M _StonikByte_]

Hi @Tina Thomas

This can be easily measured with our Great Gadgets app, which give you various options. See https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369  

Cycle Time Trend Gadget - can display average resolution time for past intervals along with the trend

Control Chart Gadget - can display average resolution time and let you easily identify the outliers

Histogram Chart Gadget - can display average resolution time and its distribution

I hope this helps. If you have any questions, please don't hesitate to contact us at support@stonikbyte.com.

Danut.

[Metricus]

Hi @Tina Thomas 

My company, Metricus , has a process mining application that will provide the data and metrics you require.   Check it out at Process Optimizer for Jira .  It also has Time in Status (Activity) reporting and analytics.   Any questions, just contact support@metricus.com

Ian

Process Mining

Time in Status

[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 @Tina Thomas ,

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. Time in Status which is developed by my team at OBSS, has a report type 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. 

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. 

For all numeric report types, you can calculate averages and sums of those durations grouped by the issue fields you select. For example total in-progress time per customer 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.

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. 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 Time in Status to explore how our JIRA add-on can revolutionize your metrics measurement process. 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