How do you report on how long tickets take to be resolved?

Can this be done on JIRA (Basic) or do you need JIRA service desk?

- Number of tickets closed WITHIN 48 hours?

- Number of tickets closed with 7 Days?

- % tickets closed within 48 hours and 7 days

- Number of tickets within 48 hour SLA at month end

- Number of tickets over 48 hours and <7 days

- Number of cases open longer than 7 days

With basic JIRA can this be done? I cannot find JQL to fit these requirements? Any advice/ Help?

Many thanks!

1 answer

0 votes

We run JIRA servicedesk.

As far as I'm aware you can generate these reports using service desk. It might take some tweaking to get the detail you need.

But it should be do-able :)

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Thanks for the response Ruben. My company does not have JIRA service desk.

Is this only do able using JIRA service desk or can this be ran using JIRA basic?

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