Resolution time

[Oliver Mørch]

Hi all,

I'm currently in the process of building dashboards for my departments to help them track their performance. However, I encountered an issue that I couldn't quite resolve on my own and may need some assistance from the community.

Here's the situation: When creating a dashboard and adding the "Resolution Time" gadget, along with applying a filter to specify what results to display, I noticed that it captures the resolution time for the entire lifespan of the ticket.

Is there a way to modify this behavior? Specifically, I have different statuses for tickets such as "Squad", "Support", "Squad in Progress", and "Squad Waiting for External Party". I'm interested in tracking performance based on these statuses but want to exclude the time the ticket spends in the "Support" status.

Do you have any suggestions on how I can exclude the time spent in the "Support" status and focus solely on tracking performance for the other three statuses? Any insights would be greatly appreciated.

[Gizem Gökçe _OBSS_ · Accepted solution]

Hello @Oliver Mørch ,

This request is actually a very popular method that everyone uses for their own resolution time. Many people, like you, want to report on the time spent between certain statuses in JIRA. There are 3rd party applications designed specifically for these reports.

If you are ok to use a marketplace app for your reports, Timepiece - Time in Status for Jira which is developed by my team at OBSS, is the tool I would highly recommend. It is available for both Jira Cloud and Data Center.

Time in Status mainly allows you to see how much time each issue spent on each status or each assignee. 

Time in Status offers two report types for your case:

The first one is Status Duration report (please see the screenshot above) which shows how much time each issue spent on each status. You can combine the time for multiple statuses by your choice to get metrics like Issue Age, Cycle Time, Lead Time, Resolution Time etc. 

As an alternative approach, Time in Status also has Duration Between Statuses report type which shows the duration between two specific statuses. This report type also allows the user to exclude the times for "pause" statuses.

 

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 developer 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 for Jira Cloud.

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. Also you can export the reports in to various formats easily. 

Visit Timepiece - Time in Status for Jira to explore how our JIRA add-on can revolutionize your metrics measurement process. Enjoy a 30-day free trial to experience the full range of features

Also, if you are interested in more detailed information on how to set up metrics and use  Time in Status, please consider reading my article below. 

Revealing Operational Excellence: Identifying Bottlenecks through Metrics like Cycle Time, Lead Time

Kind Regards,

Gizem

[Oliver Mørch]

Hi @Gizem Gökçe _OBSS_ 

Thank you for your response and for taking the time to craft it—it's truly appreciated.

I've just acquired the Time in Status feature, and I'm excited about its potential usefulness!

However, I'm curious if there's a way to generate a total automatically instead of having to manually calculate all the numbers. While I can see the percentages in the reports, I'm unable to find a way to display the total hours spent in all three statuses.

[Gizem Gökçe _OBSS_]

Hello @Oliver Mørch ,

Thank you for the credit. I've worked hard to build a good answer for your question, It's nice to know that my effort is noticed :) 

From the screenshot you've sent, I understand that you are using the Status Duration report. In this report I suggest you use the consolidated column option. From the Status menu above, you can add a consolidated column and select the statuses you want to combine. The report will then automatically sum them up. You don't need to do any manual calculations, we do them for you!

Please feel free to ask any question that comes up to your mind while you are working on our app. I am here to help!

[Oliver Mørch]

Hi @Gizem Gökçe _OBSS_ 

This is truly fantastic! I'm amazed to see everything working so smoothly, and I'm excited about all the different ways I can use this app to enhance the team's performance!

I want to sincerely thank you for your help and for getting back to me so quickly. Your support has been incredibly helpful.

I'm genuinely thrilled and truly grateful for the assistance you've provided with this issue.

Wishing you a fantastic day ahead!

[Amay Purohit_RVS]

Hi @Oliver Mørch 

If you would consider using an app to get this data, you can try out

Time in Status Reports 

One of the many reports which the app provides is Time in Status in hours/days to determine , how much time the issue spent in each status. The app has 20+ reports to track your bottleneck Issues & Processes.

To calculate resolution times, you can group your statuses to define your own resolution time.

You can also create dashboard gadgets with the app.

The app is free upto 10 users

Disclaimer : I work for the vendor who built this app

[Oliver Mørch]

Hi Amay, 

Thank you for your answer. 

I chose to follow @Gizem Gökçe _OBSS_ ´s response.

I appreciate the help! 

[Valeriia_Havrylenko_SaaSJet]

Hi @Oliver Mørch  and every one who is looking for solution 👋

Another option can be Time in Status for Jira by SaaSJet. We have 7 pre-build reports and also you can have resolution time by creating status group.

Also you can create a Gadget with time to resolution status group to monitor data by Issue List or Chart View.

Moreover, you can export all necessary data as a report in XLS or CVS files and set up a teamwork schedule to exclude non-working hours or days.

The add-on is constantly improving. 

Add-on has a 30-day free trial version and  free up to 10 users.
Hope it helps 😌

[Marc - Devoteam]

Hi @Oliver Mørch 

This is not possible ootb.

You will need a marketplace app for this, like the one mentioned by @Gizem Gökçe _OBSS_ 

There are other options as well, try them and see if there is one that fits you and your company.

Marketplace search cloud time status apps 

[Oliver Mørch]

Hi Marc, 

Thank you for your answer. 

I chose to follow @Gizem Gökçe _OBSS_ ´s response.

I appreciate the help! 

[Danut M _StonikByte_]

Hi @Oliver Mørch,

This article might be of great help for you:

https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369 

Danut.