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.
Hi @Karen Orr
You can try Status Time Reports app developed by our team which is available for Jira server/data center/cloud. It mainly provides reports and gadgets based on how much time passed in each status.
Here is the online demo link, you can see it in action and try without installing the app.
If you are looking for a free solution, you can try the limited version Status Time Free.
Note: If you are interested in cycle and lead time, you can have a look at the article below.
Hope it helps.
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.
Hi @Karen Orr
You can get an Average time report with Time in Status for Jira Cloud.
It also generates Time in Status report, that shows how long an issue has been spent in each status. In the Total column, you can get the whole time in all statuses.
This add-on is developed by my team, so let me know if you have any questions.
Hello @Brian Hassler
Built-in Jira reports and gadgets offer very limited flexibility on this one.
If you are OK with using a marketplace app for this, our team at OBSS built Time in Status for this exact need. It is available for Jira Server, Cloud, and Data Center.
Time in Status mainly allows you to see how much time each issue spent on each status and on each assignee.
Time in Status also has Duration Between Statuses report type which shows the duration from issue creation to a specific status or the duration between two specific statuses.
The app has Consolidated Columns feature. This feature allows you to combine the duration for multiple statuses into a single column and exclude unwanted ones. It is the most flexible way to get any measurement you might want. Measurements like Issue Age, Cycle Time, Lead Time, Resolution Time etc.
For all numeric report types, you can calculate averages and sums of those durations grouped by the issue fields you select. For example total in-progress time per customer (organization) or average resolution time per sprint, week, month, issuetype, request type, etc. The ability to group by parts of dates (year, month, week, day, hour) or sprints is particularly useful here since it allows you to compare different time periods or see the trend.
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. It supports both Company Managed and Team Managed projects.
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.
And the app has a REST API so you can get the reports from Jira UI or via REST.
Using Time in Status you can:
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