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how can create a report that shows how long a ticket has been logged even if it waiting cutsomer or

Hi

We are looking at getting a report that shows how long a ticket has been opened or it took to resolve irrespective of the status?

3 answers

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Brant Schroeder Community Leader May 27, 2021

@Gomolemo Matsunyane - Have you taken a look at the time to resolution report.  https://confluence.atlassian.com/jirakb/how-does-service-management-time-to-resolution-report-works-859509141.html

I believe this is what you are looking for.

Hi @Gomolemo Matsunyane ,

As an alternative, 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. For you specific case, you can group all statuses except "closed" and the report aggregates the status duration till "closed".

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). And all these are available as gadgets on the dashboard too.

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.

@Hello @Gomolemo Matsunyane

Usuallyi when an issue is resolved, it transitions to a status named Resolved or Done.

If you expect the report to work "irrespective of the status", how do you mark an issue as resolved? Do you set a value for the resolution field, without changing the status?

EmreT

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