Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Time to resolution VS Over-all time to resolution

Andy Vo I'm New Here Jul 13, 2021

What is the difference between the ticket status ,Time to Resoluition and Overall Time to Resolution?

1 answer

0 votes

Welcome to the Community!

Status and resolution are two totally separate things with different meanings and values.  Do not confuse them.

  • Status is an indicator of where an issue is in its workflow (process step).
  • Resolution is a field that gives us a broad idea of why someone believes an issue is "resolved" and needs no further action - things like done, fixed, duplicate, unable to reproduce, pebcak (yes, I've seen that one), cancelled.

Technically, there is no link between them, but most sane Jira setups create the logical relationship, setting resolution to something when moving an issue into an end status, and clearing it out if the issue is re-opened.

So, to answer your question:

  • Status = status, as above
  • Time to Resolution = the time an issue takes to get resolved, it is usually measured from "created date/time" to "date/time the resolution was set on the issue"
  • Overall Time to Resolution = not a field I recognise as standard.  You'll need to ask your admins.  (Or show us where you are seeing it)
Andy Vo I'm New Here Jul 13, 2021

Maybe I should have said Metrics. We currently have a SLA metric that is tracked called "Over-all time to resolution" but I am having trouble defining what this is. Each ticket carries this time metric in addition to "Time to resolution," which metric is more obvious to me. 

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira

Jira admin's joining kit

Hello Atlassian's, This post will be a useful and valuable starter guide for new joiners into the team:  https://community.atlassian.com/t5/Jira-Cloud-Admins/Atlympics-Jira-Cloud-New-joiner-st...

49 views 0 3
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you