My help desk is using a JSM project for end user support. The call center manager wants a report showing 'handle time' by employee which translates into average time to resolution in our workflow. Anyone have an easy way to get this without having to create a custom report in eazybi ?
Hi @Joey Klein ,
You can try Status Time app developed by our team at Bloompeak. It provides reports on how much time passed in each status as well as status entry dates and status transition count.
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.
Hello @Joey Klein ,
For a ready built solution that offers great flexibility and details, our team at OBSS built Time in Status. It is available for Jira Server, Cloud and Data Center.
Time in Status mainly allows you to see how much time each issue spent on each status or assigned to each assignee. You can combine statuses in any way into consolidated columns to see metrics like Resolution Time or Ticket Age. You can calculate averages and sums of those durations grouped by issue fields you select. (For example see the monthly average Resolution Time per user, or weekly average Response Time per component, etc.).
Time in Status can display its reports and charts in its own reporting page, in dashboard gadgets and in a tab on issue view screens.
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.
Using Time in Status you can:
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