How to I see resolution time of the ticket (Time to resolution)

Sunil Suryakant Gaikwad
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October 10, 2023

Hello,

I am trying to make a efficiency report for which I need to see how much time is spent on the tickets by the engineer.

I can see Jira has "Time to resolution" but some how it is not showing any data in my filters. I assume this will help me get the time spent on the ticket to resolution since created for each ticket.
How do I set this up?

5 answers

2 votes
Valeriia_Havrylenko_SaaSJet
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
January 25, 2024

Hi @Sunil Suryakant Gaikwad 👋

Welcome to the Atlassian Community!

Consider also other solutions from the Atlassian marketplace which might be useful if you're looking for time to resolution:

Time in Status automatically shows the time each issue spends in each status.

Group 21.png

Time Between Statuses generates reports of the transition time from one status to another.

Time Between Satuses.jpg

These apps were developed by my team, so let me know if you need further help.
Add-ons have a 30-day free  trial version and free up to 10 users 

Hope it helps 😌

1 vote
Amay Purohit_RVS
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March 6, 2024

Hi @Sunil Suryakant Gaikwad 

Welcome to the community !!

If you are open to try out a mktplace app to get this data, you can take a look at 

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 in the complete lifecycle of the issue. You can group your statuses to define your own issue resolution time. The app has 20+ reports to track your bottleneck Issues & Processes.

More Details here 

Disclaimer : I work for the vendor who built this app

TIS-1.png

1 vote
Emre Toptancı _OBSS_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
October 10, 2023

Hello @Sunil Suryakant Gaikwad ,

Jira, as it comes out of the box, offers very limited reports on this.

Jira Service Management comes with some sample metrics like "Time to Resolution". But these are SLA metrics, not report timers. They will tell you the time relative to a resolution target, rather than how much time has passed. 

Jira also has a "Resolution Time" gadget (which is also available as a project report). This gadget shows the daily average resolution time for the tickets resolved on each day. In some way it helps but it offers no details and very little flexibility. 

For a useful amount of details and flexibility, I suggest you use a marketplace app for this kind of reporting.

 

If you are OK with using a marketplace app for this, our team at OBSS built Time in Status exactly for this. It is available for Jira Server, Cloud, and Data Center.  

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

tisCloud_StatusDuration_LeadTime_with Estimates.png    tisCloud_AssigneeDuration.png

You can combine the time for multiple statuses to get metrics like Issue Age, Cycle Time, Lead Time, Resolution Time etc. 

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 customer 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. 

tisCloud_StatusDuration_LeadTime_Average_TimeGrouped.png

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.

Gadget_AverageStatusDurationByComponent.png  tisCloud_StatusDuration_LeadTime_Chart.png tisCloud_IssueView_Data.png

https://marketplace.atlassian.com/apps/1211756/

EmreT

0 votes
Sehreen Jafry May 28, 2024

@Sunil Suryakant Gaikwad Were you able to find an answer to the "resolution time".

The time in Status reports that's being mentioned by many of the folks here doesn't really calculate the Ticket Creation time - Resolution time for the tickets. It simply tells how long did the ticket stayed in a particular status. E.g. if you calculate the Resolution time by grouping the To-do, In-progress, Done statuses, and if your tickets have been sitting in the 'done' status for a long time, then these would give outrageous results.

I am not misunderstanding the 'Time in status' reports right? It just provides the days in a status not the actual resolution time between Creation date & Resolution date! @Amay Purohit_RVS , @Valeriia_Havrylenko_SaaSJet , @Emre Toptancı _OBSS_ @Bloompeak Support 

Iryna Komarnitska_SaaSJet_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
May 28, 2024

Hi @Sehreen Jafry 

You are absolutely right. But for example, in the Time in Status app from my team, you can create a status group. You can group all the statuses necessary to calculate the Time to resolution metric and get this calculation on the grid.

2024-05-28_10-30-21.png

2024-05-28_10-25-01.png

Specifically for calculating different time metrics, you can try our Time Between Statuses app. Here, you don't form statuses in a status group so much as transitions between them.

3 tools to analyze Cycle and Lead Time in the Jira_3.png

Amay Purohit_RVS
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May 28, 2024

hi @Sehreen Jafry 

The Time in Status Reports  by RVS has a report "Time between Status Transitions" which shows time between particular statuses. So in your example, of "To-Do", "In-Progress" & "Done", you can select "First Transition" to "To-Do" and "Done" statuses and the app will exclude the total time in "Done" status and will show you the correct data as per your expectations. Do give it a try.

Time Between Statuses.PNG

Sehreen Jafry May 28, 2024

@Amay Purohit_RVS I am a paid user of the RVS apps and I requested this feature back in January. I wasn't sure it was released. I am not able to find the navigation for this screen that you posted above. Can you please share the navigation?

Amay Purohit_RVS
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May 28, 2024

Hi @Sehreen Jafry 

Apologies, if we missed to inform about this new report.

Please see the animation below for the steps. Please do reach out for any further queries.

time_between_status_transitions_animation.gif

Thanks

Bloompeak Support
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
May 28, 2024

Hi @Sehreen Jafry

Yes, our Status Time Reports app measures how much time passed in each status but it has a dynamic status grouping feature so that you can get any report by grouping the statuses you want to include. In your case, the statuses that will be included are "To Do" and "In Progress" statuses (you shouldn't include the "Done" status). Thus, you can measure actual resolution time between Creation Date & Resolution Date as shown in the Lead Time for Each Issue Report video.

If you have any questions, feel free to schedule a demo with us. We will be happy to help.

Gizem Gökçe _OBSS_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
May 29, 2024

Hello @Sehreen Jafry ,

Timepiece (formerly Time in Status) ,the oldest and leading "Time in Status" app in Atlassian Marketplace, which is developed by my team at OBSS, has a report type that will meet your need.  Our app is available for both Jira Cloud, and Data Center. 

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. 

Visit Timepiece (formerly Time in Status) to explore and enjoy a 30-day free trial to experience the full range of features.

If you wish, you can also schedule a live demo. We will provide a comprehensive overview of the application and address any inquiries you may have.

Hope it helps,

0 votes
Bloompeak Support
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
October 10, 2023

Hi @Sunil Suryakant Gaikwad

Welcome to the Atlassian Community!

You can try Status Time Reports app developed by our team. It mainly provides reports and gadgets based on how much time passed in each status.

Here is the online demo link, you can see it in action and try without installing the app. For your case (time to resolution), you can have a look at Lead Time for Each Issue report. For further details, you can have a look at Cycle Time and Lead Time in Jira: Productivity Measurement with Two Critical Parameters article and Status Time Reports How to Videos.

  • This app has a dynamic status grouping feature so that you can generate various valuable reports as time in status, time in assignee, status entry dates and status counts, cycle time and lead time, average/sum reports by any field(e.g. average in progress time by project, average cycle time by issue creation month).
  • You can search issues by Project, Issue Type, Status, Assignee, Issue Creation/Resolution Date(and any other Date field) and JQL Query.
  • Status durations are calculated according to the working calendar you define. Once you enter your working calendar into the app, it takes your working schedule into account too. That is, "In Progress" time of an issue opened on Friday at 5 PM and closed on Monday at 9 AM, will be a few hours rather than 3 days.
  • You can set different duration formats.
  • You can export reports in CSV file format and open them in MS Excel.
  • You can also add this app as a gadget to your Jira dashboards and reach “Status Time” from Issue Detail page.
  • You can enable/disable access to Status Time reports&gadgets and Issue Detail page per project, users, groups or project role.

If you are looking for a completely free solution, you can try the limited version Status Time Reports Free.

Hope it helps.

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