configure reports in JIRA

[Miriam Castelli]

Dear community, 

I am currently looking any closer into the JIRA cloud reports for a Kanban Board. 

I have 2 questions:

"Solution time" report 

Question 1:

Is there any way to configure this report?

For example configuring when to start the evaluation? In our case the customer is able to create tickets and I would love to configure the measurement according to the statuses.

This means no measurement start before we move the ticket into a status where we actually start working on it.

or

whenever we are waiting for answers from the customer and move the ticket back to the status "Backlog" I would like the counting to stop.

It is important for us to measure the REAL time we have been working on a tasks/stories.

Question 2: 

Is there a report that tracks the reaction time. The customer, in our case, creates a ticket and I would like to measure how much time has passed until we moved the ticket to the next status and actually started working on it. 
Couldn´t find anything like this so far. 

Thank you a lot for your help :) 

[Rahul_RVS · Accepted solution]

Hi @Miriam Castelli 

Note sure if this can be achieved with out of the box reports. However if you would be interested in a mktplace app for this requirement, you can try out

Time in Status Reports 

With this app you generate time in each workflow status for multiple issues with multiple filter and grouping options. Also the "Time between Statuses" report can easily extract the information needed.

More details here.

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

[Miriam Castelli]

Nice. Thank you so much. I will have a look into it :) 

[Ayça Erdem_OBSS_]

Hello @Miriam Castelli 

For your questions, Jira Cloud, unfortunately, doesn’t offer a built-in way to customize when time tracking should start or pause based on status transitions. The default “Time to resolution” or “Control Chart” reports will count from when the issue is created until it's resolved, regardless of your internal workflow stages.

 I suggest you use a marketplace app. I can recommend Timepiece - Time in Status for Jira , the oldest and leading "Time in Status" app in Atlassian Marketplace, which is built by my team at OBSS. It is available for Jira Server, Cloud, and Data Center.  

Timepiece 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. 

   

Timepiece 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. Also you can export the reports in to various formats easily. 

Visit Timepiece - Time in Status for Jira to explore and full range of features.

Hope it helps,

Ayça

[Iryna Menzheha_SaaSJet]

Hi @Miriam Castelli! 👋

Great questions — you’re absolutely on the right track wanting to measure only the time your team is actively working on tasks, and not the full lifetime of the ticket. Jira’s native Kanban reports (like Control Chart) provide some insights, but they’re limited when it comes to customization based on your specific workflow logic.

Solution Time" report customization

You're looking to:

• Start measuring only when the ticket reaches a specific status (e.g., "In Progress")

• Pause or stop measuring when a ticket is moved back to "Backlog" or waits for customer input

Unfortunately, Jira Cloud’s built-in reports don’t support this level of customization. They track total cycle time or resolution time based on issue creation and resolution — not specific statuses or business logic.

📈 Alternative: Try Time Metrics Tracker| Time Between Statuses

If you’re open to using a Marketplace app, I’d recommend checking out Time Metrics Tracker| Time Between Statuses. With app, you can:

• Define custom time metrics (e.g., “Real Work Time” or “Reaction Time” ) by choosing start and end statuses

• Exclude statuses like "Backlog", "Waiting for Customer", or "On Hold"

• Build flexible reports that only count time when your team is actively working

• Export data to CSV/Excel

• Visualize bottlenecks or compare teams/projects

It’s perfect for real-world SLA and productivity tracking, especially on Kanban boards where work doesn’t follow strict sprints.

+ with app you get Visual Gadgets for Agile Insights

If you’re using dashboards to monitor team performance, the Time Metrics Tracker app includes gadgets for Kanban teams:

📌 Agile Metric Gadget

• Visualize key KPIs like Cycle Time, Lead Time, Time to Resolution, or your custom metrics

• Track by assignee, sprint, status, or issue type

• Great for daily standups or retrospective boards

📈 Scatter Plot Gadget

• Plots issues based on Time vs. Date to show how long issues take to complete

• Helps visualize outliers, blockers, or improvements over time

• Ideal for Kanban teams to spot cycle time trends

App works retroactively, so you can analyze historical issues too.

Hope this helps ✨

[Danut M _StonikByte_]

Hi @Miriam Castelli,

Most likely you will need a plugin for these reports, because Jira is pretty limited in calculating such metrics.  You could eventually try Jira's Control Chart report.

In case you consider the idea of using an plugin, our Great Gadgets app offers many gadgets that allow measuring cycle time (time between workflow statuses, configurable at your choice), thus allowing to measure both "Solution time" and "Reaction time". These data can be displayed in form of control chart, trend chart, histogram chart etc. Here are some examples:

See also these articles on how to do it:

• https://community.atlassian.com/forums/Jira-articles/Building-a-powerful-Kanban-dashboard-in-Jira-with-Great-Gadgets/ba-p/1664331
• https://community.atlassian.com/forums/App-Central-articles/How-to-measure-Cycle-Time-and-Lead-Time-in-Jira-or-Confluence/ba-p/2841286

The same app also offers a Time in Status gadget that allows measuring time in every workflow status. 

If you have any questions, feel free to contact us directly at support@stonikbyte.com.

Danut.