How to calculate total duration of a ticket in particular custom field.

[Igal Altshuler]

Hi guys,

Can you please assist with how to add a customized field and filter column that will calculate the time from when the case was created to the resolved status?

Thanks,

Igal 

[Kris Dewachter · Accepted solution]

Hi @Igal Altshuler ,

You could create an automation rule that is triggered when the issue is resolved.

In the automation rule you can calculate the time between now, and the time the ticket was created. You can then store this result in a custom field.

Best regards,

Kris

[Igal Altshuler]

Thanks for the prompt response Kris!

Could you please specify also the rule structure?

Igal 

[Kris Dewachter]

Hi @Igal Altshuler ,

Create a "Number" custom field that you can use to store the calculated number of days.

You can set a trigger on a transition to the 'Resolved' state.

In the automation rule use the 'Edit Issue Fields' action to set this field by using this calculation :

{{issue.created.diff(now).days}}

Best regards,

Kris

[Igal Altshuler]

Thank you very much!

[Valeriia_Havrylenko_SaaSJet]

Hi @Igal Altshuler 👋

The time from when the case was created to the resolved status usually we called Lead Time. 
To get this you can try Time in Status add-on.

To get total duration, all you need is to:

• create a status group;
• choose statuses;
• click the "Save" button.

Another way can be Time Between Statuses add-on that сan calculate resolved time based on these calculations. It all depends on the timer configuration, which allows you to set up how and when the app should count the time spent on a task between different statuses.

Add-ons have 30-days trial version, free up to the 10 users and developed by my SaaSJet team.

I hope this helps 😊

[Igal Altshuler]

@Valeriia_Havrylenko_SaaSJet 

Thank you very much - it was exactly what I was missing 

[Valeriia_Havrylenko_SaaSJet]

@Igal Altshuler happy to hear! 

I saw that you asked about average cycle time which you can get by choosing average report and filter the last 6 months by date ranges. 

Also you can book a live demo - we'll show you the application inside out and answer all your questions.

if you find my answer useful, please accept it 

Thanks! 

[Amay Purohit_RVS]

Hi @Igal Altshuler 

As an alternative, you can try out 

Time in Status Reports 

The app will easily help you extract time spent in each status of your issues.

The app allows you to group your statuses to define your own lead / cycle times. Also the Time between Status Transition report can help you track the time elapsed between 2 statuses. The app has 20+ reports to meet a variety of use cases. You can also add the app as a dashboard gadget.

Hope this helps.

More details here

The app is free for 10 users. Do try it out.

Disclaimer : I work for RVS, the vendor for this app

[Gizem Gökçe _OBSS_]

Hello @Igal Altshuler ,

I understand that you want to calculate the resolution time of your Jira Issues. For that I can recommend Timepiece - Time in Status for Jira app which is built by my team at OBSS. 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. You can combine the time for multiple statuses to get metrics like Issue Age, Cycle Time, Lead Time, Resolution Time etc. (Please see the screenshot below)

For all numeric report types, you can also 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. 

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.

    

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. 

Hope it helps,

Gizem

[Igal Altshuler]

@Gizem Gökçe _OBSS_ Thank you for your answer,

What would be the best option to create a report where I'll be able to get, for example, what is the highest, lowest, and average of a full cycle time from new to resolved status for opened cases for the last 6 months?

Thank you,

Igal 

[Gizem Gökçe _OBSS_]

Hello @Igal Altshuler ,

I've written an article in the Atlassian Community about Revealing Operational Excellence: Identifying Bottlenecks through Metrics like Cycle Time, Lead Time

In the second part of this article, I talked about how to create cycle time reports in our Timepiece - Time in Status for Jira app. If you have time, I suggest you read this article and learn more about Status Duration and Duration Between Statuses reports, which are your options to get cycle time reports. This article will also tell you how to get the average cycle time result.

To find the lowest and highest results, I suggest you use the Sort feature of the application. If you sort the issues by their cycle time, you will be able to find the lowest and highest cycle time results.

Sometimes it is really hard to explain things by just writing them down, so if you would like to gather more information, you can schedule a live demo of our app. In this demo I can give you a comprehensive overview of the application, cover the cycle time reports and answer any questions you may have.

King Regards,

Gizem

[Mehmet A _Bloompeak_]

Hi @Igal Altshuler

If you prefer to use a marketplace app, 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.

You can get issue resolution time by using cycle time(the time it takes for the team to start working on an issue and complete it) or lead time(the time interval between the moment an issue is requested to the moment it is completed) report. Here is the online demo link, you can see it in action and try without installing the app. For your case, you can have a look at Lead Time for Each Issue and Cycle Time for Each Issue reports.

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.

App Features:

• 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.

[Hannes Obweger - JXL for Jira]

Hi @Igal Altshuler

I trust that you found an Automation-based solution! 

Just for future reference, if you're open to solutions from the Atlassian Marketplace, this would also be easy to do using the app that my team and I are working on, JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you’d do in e.g. Excel or Google Sheets. It also comes with a number of so-called smart columns that aren’t natively available, including the time between created and resolved.

This is how it looks in action:

As you can see above, you can easily sort and filter by the time between created and resolved, and also use it across JXL's advanced features, such as support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting.

This all just works, so there's no scripting or automation whatsoever required.

Any questions just let me know,

Best,

Hannes