What is the best way to learn how much time a specific issue spent in a specific status?
For example, I have a Priority 1 issue with an SLA of 1 hour. Not only do I want to know whether the SLA was met or breached, but I want to know how much time it specifically spent in the initial 'Waiting For Support' status. Did the agent pull it in 5 minutes? 50 minutes? Open to addons if that's the solution, but if this is a capability of JIRA Service Desk out of box I'd love to know.
This is an area that has always frustrated me w/ JIRA. I have always felt it should be there natively and I see this as an important feature. Just yesterday I was trying to analyze 2016 activities and would love to have a view that showed average time in each status for a given project. There is a dashboard gadget "Average time in status" that I have never gotten to work but likely a misunderstanding on my part. I keep coming back to it to try an figure it out but get frustrated and push it aside. If you use server there is a plugin (https://marketplace.atlassian.com/plugins/com.obss.plugin.time-in-status/server/overview) that may be the ticket. Unfortunately I'm on cloud so no luck there.
this topic peeked my interest. Here is a AA thread on the "Average time in status gadget" that might help - How do I get the "Average Time In Status" chart to work?. I'm going to have another go at it.
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