MTTR calculation using automation

[Augu J N]

Need to calculate the MTTR using automation and populate a custom field. Can u help me?

[Rahul_RVS]

Hi @Augu J N 

For a readily available solution, to calculate the mttr  / age / cycle times of an issue, you might be interested in a mktplace app,

Time in Status Reports 

The "Time in Status" report with Status grouping feature, and the "Time between Statuses" report can help to meet your use case of calculating the MTTR. Also the app has 20+ reports to meet a variety of use cases.

More details here.

Disclaimer : I am part of the app team for this add-on

[Birkan Yildiz _OBSS_]

Hello @Augu J N 

Automating the calculation of key metrics and getting them directly onto your issues is a common need, and for that, a powerful time tracking app is one of the most effective solutions.

If you are open to using a 3rd party app, Timepiece - Time in Status for Jira can directly help you with this. 

Calculating MTTR
To calculate Mean Time to Resolution (MTTR), you can use the Duration Between Statuses report in Timepiece. This report is specifically designed to measure the time an issue spends between two statuses, such as from 'Created' to 'Resolved'. Timepiece also handles other key metrics like Cycle Time and Lead Time, providing a full suite of time-based reports.

Getting the 'Mean' Value
Timepiece can generate a variety of statistical reports, including Average reports. You can also group the average MTTR value by any issue field (e.g. Resolution Date) to see how your team's performance trends over time.

Populating the Custom Field
Timepiece has a powerful REST API that can be used to pull data directly into Jira Automation. You can set up an automation rule to get the calculated MTTR value from Timepiece and then automatically populate a custom field on the issue. This removes the need for any manual calculation and ensures the value is always up to date.

Hope this helps! Please let me know if you have any further question.
Disclaimer: I am part of the OBSS team that develops Timepiece.

[Valeriia_Havrylenko_SaaSJet]

Hi @Augu J N,

If you're looking to calculate MTTR (Mean Time to Resolution) and populate a custom field automatically, there are a couple of approaches depending on the complexity and accuracy you need.

1. Using Jira Automation (Basic)
Jira Automation can help you approximate MTTR by calculating the time between two status changes — for example, from “In Progress” to “Done.” However, it requires that your team always transitions through consistent statuses. Here's a basic outline:

1. Create a custom number field for MTTR.

2. Set up an automation rule that:

   • Triggers when an issue is transitioned to “Done” (or resolved).

   • Uses the {{issue.resolutionDate.diff(issue.created, "minutes")}} smart value.

   • Writes the result into the custom MTTR field.

This method is useful for high-level estimates but doesn't account for time paused, reassignment, or workflow loops.

2. Accurate MTTR Tracking 
If you need precise time between statuses  - including support for SLA-like metrics, multiple workflows, or excluding weekends/non-working hours. I recommend to try the Time Metrics Tracker | Time Between Statuses app (developed by me team)

With it, you can:

• Create a report that calculates MTTR per issue or average MTTR across projects or teams.

• Track only specific transitions (e.g., “Open” → “Resolved”) while excluding wait times or unnecessary statuses.

• Visualize the trend on Jira dashboards via gadgets or export to Excel for detailed analysis.

Let me know if you’d like a walkthrough on how to set this up with Time Metrics Tracker — happy to help!

[Danut M _StonikByte_]

Hi @Augu J N,

MTTR (Mean Time To Resolution) is an average time, so by definition it is calculated for multiple issues. With automation, you can calculate and store the Time to Resolution for each issue, but I don't see a way to use it for calculating  MTTR for a group of issues.

A better solution would be to search for an app on Atlassian Marketplace that is capable to calculate MTTR. 

If you consider the idea of using an app, our Great Gadgets app offers some really useful gadgets for calculating MTTR. Here is an example of Cycle Time Trend Chart gadget configured to display MTTR for past 5 weeks, the overall average and the trend.

The same app offers also a Histogram Chart gadget to calculate MTTR and display the distribution of the Time to Resolution, and a Control Chart gadget that displays MTTR and issues by their Time to Resolution and highlight outliers (breaches).  

See also this article: https://community.atlassian.com/forums/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369

Danut.

[Augu J N]

Thank you Danut ...will try the way you have posted.