Determining age of ticket and how long a ticket stays open.

[BSANSC2019]

What is the best way to track the average length of time that a ticket is open?

How to determine average time to resolution?

How to determine average time to first touching?

[Mariana_Pryshliak_Saasjet]

Hi @BSANSC2019 

It will be useful for you to try Time between Statuses (server version). It helps to track the time in necessary status. You just need to set a Start and a Stop timers choosing the status for which you want to generate data. 

This add-on is developed by my team and is free for using up to 10 users. So let me know if you have any questions.

[Emre Toptancı _OBSS_]

Hello @BSANSC2019

For the Resolution Time report, you might use the Resolution Time gadget (and the corresponding project report with the same name). As far as I remember, they are also available for JSM projects. The downside is they work only based on a 24/7 calendar and ignore your calendar definitions for JSM. Additionally, this gadget reports only resolved issues and leaves out the ones that are already running.

Another gadget, Average Age Chart, behaves similarly in the complete opposite way. It only reports on non-resolved issues and it also does not take into account your SLA calendar definitions.

I am afraid, these Jira gadgets offer limited flexibility and there is no way to make them consider JSM calendar definitions.

About reporting for the "first touch", the only built-in option seems to be defining an SLA for that.

If you are OK with using a marketplace app for this, our team at OBSS built Timepiece - Time in Status for Jira for this exact need. 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 and on each assignee.

       

Time in Status also has Duration Between Statuses report type which shows the duration from issue creation to a specific status or the duration between two specific statuses.

  

The app has Consolidated Columns feature. This feature allows you to combine the duration for multiple statuses into a single column and exclude unwanted ones. It is the most flexible way to get any measurement you might want. Measurements like Issue Age, Cycle Time, Lead Time, Resolution Time etc.

Time in Status has Custom Calendar function which allows you to create as many different working calendars as needed and get reports based on them. Time in Status can also report on resolved and non-resolved issues together.

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 (organization) 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.

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.

  

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 issue type.)
• Export your data as XLS, XLSX, or CSV.
• Access data via REST API. (for integrations)
• Visualize data with various chart types.
• See Time in Status reports on Jira Dashboard gadgets

Timepiece - Time in Status for Jira

EmreT

[Mehmet A _Bloompeak_]

Hi @BSANSC2019

You can try Status Time Reports app developed by our team which is available for Jira Server/Data Center/Cloud. It mainly provides reports and gadgets based on how much time passed in each status.

• You can select issue fields and statuses that you want to see in your report. It 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 theworking 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.

Here is the online demo link, you can see it in action and try without installing the app.

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

Note: If you are interested in cycle and lead time, you can have a look at the article below.

Cycle Time and Lead Time in Jira: Productivity Measurement with Two Critical Parameters

Hope it helps.