How to keep track of the time between open and qualified?


When I am extracting the report of all the tickets created for a certain period I do not find in the excel file the time tracking.


For example I am looking for the creation date of the ticket (I got that one) and the date someone qualified the ticket (I don't have this information). I thought "Date of First Response" was the date someone qualified or commented the ticket, but it is not.


So, do you have any solution to advise me?

Thank you for you help!

1 answer

Hi Maxence, 

To achieve that I believe that you can create a custom field that will capture the data from when someone changed the issue status. 


  1. Create a new custom field: Got Qualified
  2. Check whether you have JIRA Suite Utilities enabled on your instance (it's a free add-on you can find at Manage Add-ons)
  3. Visit the workflow of your project 
  4. Select the transition where you'd like for this to happen (e.g.: Open -> Qualify) and add a post-function "Update Issue Custom Field" on this transition
    1. On Issue Custom Field: Got Qualified
    2. Custom Field Value: %%CURRENT_DATETIME%%
    3. Add
  5. Next, publish the changes you've made on the workflow

As for now, every time that issues pass by these transitions, that field will be set and you will have the required information. Been able to manipulate this data when exporting all fields to excel. smile

Hope this helps!


Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

2,755 views 11 18
Join discussion

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
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot