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need help JQL query

Kishor Mudhili March 8, 2024

Hi guys,


I want to generate report for below queries using filters. 

  1. Average time taken to approve the 1st and 2nd approvers. (we have two steps approvals in my project)

  2. After Approved average time taken to resolve the ticket meaning how much time taken to given the access 

  3. From creation to resolved average how time taken to resolve the access tickets.

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Walter Buggenhout
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March 9, 2024

Hi @Kishor Mudhili,

A JQL filter is not going to give you these reports. Al it does, is retrieve a list of issues that you can then report on.

Since you seem to be using JSM, you could leverage SLA's to do your reporting with built-in features.

  • define an SLA Approval time that you start when the 1st approval is requested and stops when the issue is approved;
  • define a cycle time SLA that starts when the ticket is approved and stops when the access is given.
  • define a lead time or resolution time SLA that starts when the issue is created and stops when it is resolved.

JSM has built in reports where you can report on the average resolution time. This support article should get you started with how to create your own reports. And this is a good starting article on setting up an SLA. Both articles have links to more detailed information.

Hope this helps!  

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