Rsolution Time

[Maroua Arfaoui]

Hello,
I need to calculate the resolution time for each open ticket except that the ticket can go through several statuses before being closed (e.g. waiting for customer feedback).
How can we proceed to not calculate the waiting time?

Can you help me please?

Regard

[Karolina Wons_SaaSJet]

Hello @Maroua Arfaoui 

As for me, the easiest way to track time in all statuses (except the waiting one) is to use Time in Status for Jira Cloud. 

You can get the time issue has spent in each workflow status + you can group statuses in Status Groups to get the Cycle time (it's exactly what you're looking for). Also, you can export data as CSV or XLSX files. 

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

Also, you can read an article about 3 ways to track Cycle and Lead time in Jira.

Hope you find it helpful

[Olha Onofriichuk_SaaSJet]

@Maroua Arfaoui 

Hi, if you need to calculate the resolution time for each open ticket, I can offer you to try SLA Time and Report for Jira add-on, where you can calculate how much time passed from the Start till the Resolution stage.
Or if you want to calculate how much time was spent for every stage, you can set up an SLA configuration for each status, and you will see how long it took for every stage.

It works like this: 

That's how  you can track how long every stage lasted. Hope it helps.

Afterwards, you can generate reports to analyze the time and results in the form of graphs or chart pies, or export them in different formats.

Moreover, if your company uses Dashboards, you can integrate charts from   there.

Also, this add-on is created by my SaaSJet team, so if you need a demo call or some help with setting up SLAs in SLA Time and Report for Jira add-on, just let me know.

Regards,
Olha

[Mehmet A _Bloompeak_]

Hi @Maroua Arfaoui

Welcome to 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. By grouping statuses you can get resolution time(including only the statuses you want to measure).

• Using this app you can generate various valuable reports as 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.

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.

[Emre Toptancı _OBSS_]

Hello @Maroua Arfaoui ,

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

[Rahul_RVS]

Hi @Maroua Arfaoui 

Welcome to the community !!

For a ready made solution, you can try out our add-on to get this data.

Time in Status Reports 

You can combine your statuses to define your own resolution time in the app.

The main features are as below

• Multiple Time in Status Reports. Excel Export available for all status reports.
  
  • Time in Status
  • Time with Assignee
  • Time in Status with Assignee
  • Time with Assignee per Status
  • Status/Assignee Count
  • Multiple Transition Reports
  • Avg Time in status reports
  • Status Transition Dates Report
  • Time in Status Per Time Grain
  • Time with Assignee Per Time Grain
• Status grouping
• Save your reports
• CSV Export
• Multiple chart types
• Dashboard Gadget