Time Remaining vs Time to Resolve

[Ken Obsequio]

Hello world!

I am creating a report that shows Time to Resolve. 

When I pull reports from Jira, I have an SLA column that reads "Time To Resolve". 

Its a bit confusing to readers thinking that it means the time it took someone to that long to resolve a ticket. So its a bit deceiving. 

I am reaching out to see if anyone in the community has been able to pull up the time it actually took to resolve a ticket instead of time remaining?

[Alina Kurinna _SaaSJet_]

Hi @Ken Obsequio !

I understand the confusion between "Time Remaining" and "Time to Resolve" in your reports. In Jira Service Management, the "Time to Resolve" SLA typically indicates the remaining time before a ticket breaches its SLA target, not the time taken to resolve past tickets.

To obtain the actual resolution time for each ticket, I recommend you consider using add-ons from the Atlassian Marketplace, like the SLA Time and Report for Jira, which my team developed. This tool offers advanced SLA tracking and reporting capabilities.

How SLA Time and Report for Jira can help:

• Customizable SLA configurations: define SLAs based on various criteria, ensuring alignment with your business requirements.
  
  
• Accurate resolution time tracking: automatically calculates the time taken to resolve each ticket, providing precise metrics for your reports.
  
  
• Real-time monitoring: utilize the SLA Grid feature to monitor SLAs in real-time, ensuring timely responses and actions.
• Detailed reporting and analytics: Generate comprehensive reports that offer insights into SLA performance and help you identify areas for improvement.

Implementing this add-on can help you overcome the limitations of Jira's native reporting and better understand your team's performance regarding issue resolution times.

You can try the 30-day trial to see if it works for you. If you have any further questions or need assistance with the setup, feel free to ask — I'd be happy to help! 😊

[Benjamin]

Hi @Ken Obsequio ,

It will depends on what the definition of resolve in your case and when should the counter start. If you want a specific counter, you'll probably first look at your SLA configuration. If the current SLAs setups doesn't match with your business definition. Then would suggest to add another SLA here that matches.

For example, someone may measure the time when a ticket goes to in progress and then stops when it goes to resolve state. This way they only measure from the time the agent starts working on it and till they close it.

Hope this helps.

[Mehmet A _Bloompeak_]

Hi @Ken Obsequio

As you mentioned, the name of the built-in "Time To Resolve" field is a bit confusing and there is no direct way of getting time passed until resolution of the ticket in Jira Service Management.

You either need automation rules or a marketplace app to get resolution time. If you prefer using 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.

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

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, resolution 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.

For further details, you can have a look at Status Time Reports How to Videos.

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

If you have any questions, feel free to schedule a call with us.

Hope it helps.

[Madhu_RVS]

Hi @Ken Obsequio 

Not sure if you this can information can help get resolution time of tickets. Time to resolve typically means how much time is remaining to resolve a ticket. If you are specifically looking for calculating resolution time, if you would be interested in a mktplace app, you may want to try out our add-on.

Time in Status Reports 

The app allows to group your statuses to define your own resolution/cycle times. It is very easy and flexible app to use. Do try it out

More details here

Disclaimer : I work for the vendor who built this app

[Hannes Obweger - JXL for Jira]

Hi @Ken Obsequio,

if you're open to solutions from the Atlassian Marketplace, you may want to have a look at 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 long list of so-called smart columns that aren’t natively available, including the time elapsed (a.k.a, time to resolution) of your SLAs. 

This is how it looks in action:

As you can see above, you can easily view, sort, and filter by your SLA fields, and also use them across JXL's advanced features, such as support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting. 

Of course, you can always export your data to Excel or CSV in just two clicks.

Any questions just let me know,

Best,

Hannes

[Petru Simion _Simitech Ltd__]

Hi @Ken Obsequio ,

You can use Time in Status Dashboard for Jira , an app released by our company.

Customize your search, export the results in CSV or Excel format, and then use a formula to sum up the columns representing time spent in specific statuses that your organization considers necessary for a ticket to be resolved.

The above example only show statuses To Do, In Progress and Done.

But for example if your workflow is more complex, and you have the following statuses: To Do, In Progress, Testing, Approval, Done, you could add an Excel formula to create a new column - Total Time = In progress + Testing + Approval.

Regards, 

Petru

[Ayça Erdem_OBSS_]

Hi @Ken Obsequio 

In Jira Service Management, "Time to Resolve" in SLA reports does not represent how long it took to resolve an issue. Instead, it typically shows the SLA target—the expected time a issue should be resolved. Similarly, "Time Remaining" refers to the countdown before a ticket breaches the SLA threshold. This can often be confusing, as it doesn’t provide insights into actual resolution duration.

Here is how Timepiece - Time in Status for Jira Can Help

If you’re looking for a way to measure the actual resolution time, Timepiece - Time in Status for Jira, developed by our team at OBSS, offers a Resolution Time report using the Duration Between Statuses feature. This allows you to track the exact time taken from issue creation to resolution, giving you a clear picture of real resolution performance beyond SLA targets.

Here’s an example of how Timepiece captures Resolution Time in Jira:

• image 1 shows how to configure a Resolution Time metric by selecting the start and end statuses, ensuring accurate tracking of actual resolution time.

• Image 2 shows the Resolution Time report, displaying the exact time taken to resolve each issue for better performance analysis.

If you'd like to explore this solution further, feel free to check out Timepiece on the Atlassian Marketplace or schedule a demo with us for a walkthrough of the app's features.

Hope it helps

Ayça

[Danut M _StonikByte_]

Hi @Ken Obsequio,

"Time to Resolve" can have different meanings. See some examples:

1. the time since the issue creation until issue resolution represents the "Time to Resolve" from customer's perspective. It is also known as "Lead Time".

2. the time since the issue started to be worked by the team until the issue resolution represents the "Time to Resolve" from team's perspective. It is also known as "Cycle Time".

3. for some people "Time to Resolve" could be the time a ticket stayed in a specific workflow status like ("In progress") or between specific statuses. 

So it depends on what you want to measure. What is "Time to Resolve" in your case? And what do you want the report to include: a chart,  a trend chart, a table with all the issues and their Time to Resolved?

Jira offers a Time to resolution report available in the Reports section of JSM projects. See How does the Service Management "Time to resolution" report work? Is this useful for you? You could also look over the Cycle Time report of Jira if available in your project.

For effective reports, you'll need a more flexible/configurable and advanced tool. My advice is to search on Atlassian Marketplace for a plugin that is capable to measure such metrics and generate reports. 

In case you want to try a plugin from Marketplace, our Great Gadgets app offers some flexible gadgets that allow you to measure all the metrics explained above (cycle time, lead time, time between statuses, time in status, etc) and display them in form of charts of various types, including trend charts.

In addition, these gadgets can display a Data tab with a detailed report showing individual issues and their cycle time, which can be exported in CSV.

See more examples in these articles: 

• https://community.atlassian.com/t5/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369 
• https://community.atlassian.com/t5/App-Central-articles/How-to-measure-Cycle-Time-and-Lead-Time-in-Jira-or-Confluence/ba-p/2841286 

Danut.