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Resolution Time Report

Hi team,

I have a query about resolution time reports:

I would like to get the number of tickets generated in a specific board between specific dates and wanted to know the time it took for the tickets to be resolved/closed. I tried to access the Resolution Time Report on one of our boards, but no data was being generated. The answer I received was that possibly resolution time was empty on the tickets.

Appreciate your help here.

5 answers

saralie s_ Community Manager Sep 13, 2022

@Madhu_RVS_Support  Please be mindful of our Marketplace Guidelines. Specifically: A word on necroposting: Aka, "raising threads from the dead." In general, avoid posting on old threads (six months or more old) or on already solved threads simply to promote your products. However, you may post on old threads in certain cases where it adds value to the thread. 

0 votes

Hi @Abbas Aref 

Resolution Time Report you can have only for tickets from Jira Service Management. For issues from Jira Software you need to use apps from Atlassian marketplace like add-ons created by my team Time between statuses, Time in Statute for Jira Cloud or SLA Time and report, etc.


Hi @Zoryana Bohutska _SaaSJet_ 


As you mentioned "Resolution Time Report you can have only for tickets from Jira Service Management " , Currently I need to create a dashboard on the Resolution time by Category. Can you help me with how to create one.

Shaik Sohail

0 votes

Hello @Abbas Aref

Our team at OBSS built Time in Status app for this exact need. It is available for Jira Server, Cloud, and Data Center.

Time in Status allows you to see how much time each issue spent on each status or assigned to each assignee. You can also combine statuses into consolidated columns to see metrics like Ticket Age, Resolution Time, Cycle Time, or Lead Time

You can calculate averages and sums of those durations grouped by the issue fields you select. (For example, see the total InProgress time per Epic or average Resolution Time per issue type). 

You can select your issues based on a project or any JQL filter. The reports will also show the elapsed time for issues that are not resolved yet.

tisCloud_StatusDuration_LeadTime_with Estimates.png  tisCloud_StatusDuration_LeadTime_Average.pngtisCloud_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.

Time in Status reports can be accessed through its own reporting page, dashboard gadgets, and issue view screen tabs. All these options can provide both calculated data tables and charts.

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.
  • Calculate averages and sums of those durations grouped by issue fields you select. (For example, see average InProgress time per project and per issue type.)
  • 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


0 votes
Bloompeak Support Marketplace Partner Jul 22, 2021

Hi @Abbas Aref ,

As an alternative, you can try Status Time app developed by our team. It provides reports on how much time passed in each status. It has the status grouping functionality in which you can group statuses except "Closed" status to get resolution time.

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 by any field(eg. average in progress time by project, average cycle time by issue creation month). 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

Hello @Abbas Aref 

Welcome to the community.

Issues are not "in a board". Issues are contained in Projects. The boards are just a method to visualize and manage the issues.

A board is based on a filter that specifies what issues to display in the board. For a Team Managed project, the board filter pulls every issue from the one Team Managed project. For Company Managed projects, the boards created can span projects.

Are you working with a Team Managed project or Company Managed project?

For a board that pulls data from Company Managed projects, to answer you first question

"get the number of tickets generated in a specific board between specific dates"

... you would start with the filter on which the board is based and add to it

AND (createdDate >= yourStartDate AND createdDate =< yourEndDate)

Adding that to the filter used by the board will give you the issues within the scope of that board that were created within your specified date range.

The Resolution Time report should provide you with data, if it is using a filter that includes resolved issues, and the reporting time period covers a time period in which those issues were resolved.

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