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.
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.
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