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Average time to resolution by assignee

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 ? 

4 answers

1 vote
yuliia_b_SaaSJet Marketplace Partner Jun 18, 2021

Hi @Joey Klein 

If you're still looking for a solution, consider Time in Status for Jira Cloud. It's a top-rated time monitoring app developed by my team. 

To get the average time on an employee, just select the Average Time report, the required assignee, and the date range.


Hope this helps.

Kind regards

0 votes

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.

tisCloud_StatusDuration_LeadTime_with Estimates.png    tisCloud_StatusDuration_LeadTime_Average.png

Gadget_AverageStatusDurationByComponent.png   tisCloud_StatusDuration_LeadTime_Chart.png

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:

  • See how much time each issue spent on each status, assignee, user group and also see dates of status transitions. Sort and Filter according to report values.
  • Calculate averages and sums of those durations grouped by issue fields you select. (For example see average InProgress time per project and per issuetype.)
  • Export your data as XLS, XLSX or CSV.
  • Access data via REST API. (for integrations)
  • Visualize data with various chart types.
  • See Time in Status reports on Jira Dashboard gadgets (released for cloud, server&DC gadget coming soon)


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.

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.

0 votes
Hana Kučerová Community Leader Mar 29, 2021

Hi @Joey Klein ,

I would use default report functionality in JSM project.

You can setup Time to resolution SLA and based on this SLA you can create your custom report with series: Time to resolution (avg.)

thanks @Hana Kučerová .  We don't use SLA's but i tried those canned reports and all I'm able to get is a cumulative hours.  Im looking for average by assignee

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