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how can I get "time to resolution" metric working?

Sebastian Parias March 6, 2024

Hi there, 

Sorry if I make any mistake writing, english isn't my native language,


I have a project in Jira Service Management since August 2023 and the "time to resolution" metric has never worked.


Any ideas on how can I get it to work? 


I attached a screenshot, regards!


Captura de pantalla 2024-03-06 121430.png

2 answers

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1 vote
Answer accepted
Kuan Yi Ming _ServiceRocket_ March 6, 2024

Hi Sebastian,

It's unclear as to why your "Time to resolution" details are not working for you.

Can you navigate to your JSM project, then select "Project Settings" > "SLAs" and verify that there are "Time to resolution" goals configured?

If the goals exist, verify that the "Apply to issues" section correctly matches the JSM issues you intend to cover.


Sebastian Parias March 7, 2024

Hi Yi Ming, 

I set up a SLA for "time for resolution" and it worked, 



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Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
March 11, 2024

Hi  @Sebastian Parias 

For these purposes, I can recommend the SLA Time and Report.

This add-on allows you to work with different customer metrics, such as time-to-resolution or time-to-response.

This is an example of working with the Time to Resolution metric in the SLA Time and Report add-on:

1. Create three new SLAs for the same Project, using the same Work schedule and Start/Pause/Stop conditions as the previous configurations, excluding the Reset SLA – leave it unconditional.


If you have teams in different time zones and need to calculate SLAs for each group, you can add a Location condition – a custom field value which allows teams to select their time zone on the ticket.


2. Set the time goals and Limit Exceeded actions for each SLA configuration. In our example, it will be notified via the SLACK channel about Breached time limits.



Breached time for Medium priority


Breached time for High priority


Breached time for Highest priority

3. Save all SLA configurations.

4. Finally, select all SLAs as the filter for issues. You can see the time spent on the SLA time goals and identify any that were exceeded or breached through the table report or charts.


That’s all! Enjoy your work without exceeding the resolution and response time.


The application has a 30-day trial period and is free for small teams (up to 10 users), so you can check how well it suits you. My team developed it, so our support can help you with the settings.

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