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

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