Create age and time to resolution reports in Service Desk

I would like to create a report in Service Desk that shows the average time to resolution of issues for a given time period.  I would also like a report that shows the average age of currently open incidents, and/or an ageing incident report.

These are all very common and basic support desk metrics-- I'm a little surprised they're not part of the pre-packaged reports, and will be even more surprised (and disappointed) if it's not possible.

1 answer

1 vote

Dear Brian,

There are multiple reports in JIRA that will show the requested data. The average resolution of issues for a given time period can be done with;

Resolution Time Report

Shows the length of time taken to resolve a set of issues for a project/filter. This helps you identify trends and incidents that you can investigate further.

The average age can be shown with:

Average Age Report

Shows the average age of unresolved issues for a project or filter. This helps you see whether your backlog is being kept up to date.

Friendly Regards,

Jeremy Mooiman

 

Hi Jeremy,

Thanks for the reply, this is great news!  

I have the time to resolutions report, but don't see the Average Age Report in our Support Desk instance.  Any idea where I would look for that?

Thanks,
Brian

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Monday in Jira Software

How large do you think Jira Software can grow?

Hi Atlassian Community! My name is Shana, and I’m on the Jira Software team. One of the many reasons this Community exists is to connect you to others on similar product journeys or with comparabl...

589 views 6 12
Read article

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you