Ticket Time Tracking Report

[Andrew Thompson]

We are currently using JIRA service desk and we have a requirement to record the amount of time spent working on incident, service requests, and changes each month.

When an agent works on a ticket they log the amount of work they have done on a ticket using the time tracking feature. Is there any way to extract this time tracking data on a month by month basis.

For example agent Derek work on ticket TIC-1 in April and records 2 hours and 30 minutes working on it. Derek then re-assigns the ticket to agent Barry who spend 45 minutes working on it. Can I get a report at the end of April which says that 3 hours and 15 minutes time has been spent working on ticket TIC-1?

[Sebastian Brudziński · Accepted solution]

Hello @Andrew Thompson 

you could try one of the worklog apps available on the Atlassian Marketplace. One cheap and efficient solution that we have developed is Worklogs - Time Tracking and Reports. It lets you display the time spent in an easy to read table. You can group the time spent by individual service desk agents, issue types, whole projects, or any other Jira issue fields. This is how the view looks like:

Hope this helps :)

Best regards,
Sebastian

[Jakub Sławiński · Accepted solution]

Hi @Andrew Thompson ,

you can try one of the many available time tracking plugins to achieve that:

https://marketplace.atlassian.com/search?query=worklogs

[Mariana Pryshlyak]

Hello @Andrew Thompson 

I recommend you to try Time in Status add-on for Jira cloud. This app tracks the time spent on each ticket, which you can see in Issue View Panel. You can monitor all tasks and how much time it takes to accomplish each of them.

There are a few types of reports:

Time in Status,

Assignee Time,

Average Time.

Status Entrance Date,

Time in Status per Date,

Status Count,

Transition Count

So, just choose the period you need and get full data about tasks and time!

Best regards, Mariana

[Ann Marie Guinan]

Great article

[Emre Toptancı _OBSS_]

Hello @Andrew Thompson ,

If you are interested in a ready built solution, our team at OBSS built Time in Status app for this exact need. 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 or assigned to each assignee or group. You can combine statuses into consolidated columns to see metrics like Age, Cycle Time or Lead Time. All durations can be display in various formats including days, hours, minutes even seconds.

The app can calculate averages and sums of those durations grouped by issue fields you select. (For example see the average InProgress time per project and per issuetype or see the sum of InProgress time per component). 

The app has custom calendar support so 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. Get metrics like Lead Time or Cycle Time.
• 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.
• See Time in Status data and charts for each issue as a tab on issue view screen.

https://marketplace.atlassian.com/1211756

EmreT