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I would like to create a report showing the number of support requests created over a period (weekly), the average response time for these.

Is there a way to create this within Jira, or alternatively get this done by pulling the information into a Gsheet with the Jira Add.on?

5 answers

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Jack Community Leader Sep 04, 2020

Have you looked at the gadgets on Dashboards? You can create filters that reflect the period you wish and then use various gadgets. Here is an article on the various gadgets - using-dashboard-gadgets 

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Hi @Jerome Salaun ,

Apart from standard gadgets you can check Status Time app developed by our team. One of the reports it provides is average status time. It also takes into account your working hours. That is, once you define your working hours and holidays into the app, then cycle time for a support ticket created on Friday at 5 PM and closed on Monday at 9 AM, will be reported as a few hours rather then 3 days. You can check the online demo and see it in action, e.g you can create average "waiting for support" time of issues grouped by ticket creation week.

Hope it helps.

Hello @Jerome Salaun ,

For a ready built solution that offers great fexibility and details, our team at OBSS built Time in Status app. It is available for Jira Server, Cloud and Data Center.

Time in Status allows you to see how much time each issue spent on each status. You can combine statuses into consolidated columns to see metrics like Resolution TimeCycle Time or Lead Time. You can also calculate averages and sums of those durations grouped by issue fields you select. (For example see the average Resolution Time time per project and per issuetype). 

Even better, you can have all this data visualized in various chart types.

The app calculates its reports using already existing Jira issue histories so when you install the app, you can get reports on your past issues as well.

The app has Custom calendar support which means you can get your reports based on a 24/7 calendar or your custom business calendar. (This one is important because a 24/7 calendar in most cases shows misleading data. For example an issue created at 16:00 on Friday and was resolved at 09:00 on next Monday seems to stay open for 2,5 days but in terms of business hours, it is only a few hours. You can see this using Time in Status by OBSS.)

Using Time in Status you can:

  • See how much time each issue spent on each status, assignee, user group and also see dates of status transitions.
  • Calculate averages and sums of those durations grouped by issue fields you select. (For example see average InProgress time per project and per issuetype.)
  • Export your data as XLS, XLSX or CSV.
  • Access data via REST API.
  • Use one of various chart types.

https://marketplace.atlassian.com/1211756

EmreT

Hi @Jerome Salaun 

As you can see there are many tools, but also you can consider Time in Status for Jira Cloud app by SaaSJet.

Here some screens show how to get the data you need.

1. Using time in status report you can select the date range you need, to see created issues (with each status duration data)

2020-09-09_22-03-12.jpg2. Choose average time report + chart view - and you will get the average time that issues spend in each status.2020-09-09_22-04-46.jpg

Hope it helps

Regards

Hello Jerome Salaun,

Have you tried the Analytics Plus app for Jira Software? It's an IT analytics application using which you can create dashboards to view the time spent by issues in each status.

If you're looking for a ready-to-use solution, reports that you can start using it as soon as you install the app. The app comes with an AI-assistant. So, if you need to see a report, just speak and let the AI-assistant build your report for you.

 

Jira artboard.png

 

With the Analytics Plus app, you can

  • Gain insight into multi-project metrics such as time in status and more.
  • Calculate the age of issues and view the history of users who've worked on them.
  • View the complete history of projects on a single dashboard.
  • Create several reports or dashboards over critical project KPIs.
  • Share reports or dashboards securely with your team.

 

Disclaimer: I'm a product expert for Analytics Plus app.

https://marketplace.atlassian.com/apps/1223951

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