When does the Resolution Time Report start calculating from and can that be changed?

[Dorcas Chen]

Does the Resolution Time Report start calculating the time from the created date, no matter what designated column the issue is in? 

Or can that be adjusted to start calculating time once the issue gets moved from a certain column to another? 

For example, when I create issues they go into a Backlog column. So instead of calculating time from the issue's beginnings in this column, can time start when that issue gets moved to the To Do column? And conclude when it reaches the Done column? 

TIA

[Dave Liao · Accepted solution]

@Dorcas Chen - Resolution time indeed starts calculating from an issue's creation unless you tweak your Time to Resolution SLA to have a special pause rule:

• First, navigate to the Jira project where you want to make this adjustment (SLAs are project-specific).
• Click "Project Settings" (you're a project admin, right?)
• Click "SLAs"
• Click "Time to resolution"
• Click "Edit"
• Under "Pause on", check any checkboxes for a Status (or Statuses) that you consider Backlog statuses
• Click "Save"

After making any SLA changes, you typically have to re-calculate the SLAs for existing issues so SLA timers appear correctly.

Hope this helps! If this makes sense, and if this applies to you, go ahead and mark this as the answer. 😊

[Dorcas Chen]

@Dave Liao Thanks for your response. 

I do not see "SLAs", is this a specific thing I have to add in order to see, and yes I am an Admin.

Thanks.

[Dave Liao]

@Dorcas Chen - in addition to being an administrator for that project, do you have Service Desk Agent permissions?

Typically, this means you should be part of the "Service Desk Team" role (under "People").

[Dorcas Chen]

@Dave Liao I don't think was have Jira Service Desk. Is that an add-on or standard?

[Dave Liao]

@Dorcas Chen - ah, JSD is a product Atlassian offers that tightly integrates with Jira.

If you're referring to the Resolution Time gadget (the one that is available on Jira dashboards), unfortunately that can't be customized out of the box. Resolution time is calculated purely as you stated, from creation time to the time an issue is marked as resolved.

You might want to consider the add-ons that others have suggested (which I don't have personal experience with).

[Dorcas Chen]

@Dave Liao Thanks! I'll have to look into it.

[Mariana_Pryshliak_Saasjet]

Hello @Dorcas Chen 

Time between Statuses becomes handy in your case. This add-on calculates time the issue has been spent between statuses and allows you to calculate time exactly from the status you need. You can select statuses to pause and stop the calculation.

SLA Time and Report sets the SLA timer based on the issue field. So, the timer will start exactly after the transition to the desired status. It determines the time when you issue has been created and whether it is opened now.

These two applications allow you to set time limits and report violations. You can read more in the marketplace.

I hope, this info becomes helpful for you. If you have any additional questions, don't hesitate to contact me.

Best regards, Mariana

[Dorcas Chen]

@Mariana_Pryshliak_Saasjet Thanks for your feedback. It seems like the general consensus is that I'll probably have to get an add on or purchase something from the Marketplace. 

[Mariana_Pryshliak_Saasjet]

That's good))

If you have any additional questions, don't hesitate to contact me, or discover more information on our web site.

Best regards:)

[Gökçe Gürsel {Appfire}]

Hi Dorcas,

For easy to use and customizable SLA management in Jira Core, Software, and Service Desk, I suggest using Time to SLA.

You can define Resolution time SLAs as it fits your use case, such as starting when it moves to To Do column to the Done column with Pause statuses.

After you generate SLA data, you can generate summary reports and detailed reports for your issues to keep on top of your SLAs.

Let me know if you have any questions.

Cheers,

Gökçe

[Dorcas Chen]

@Gökçe Gürsel {Appfire} Thanks so much for your feedback. It seems as though I may need to get an add on or something from the Marketplace in order to customize. So I will have to look into it.

[Gökçe Gürsel {Appfire}]

@Dorcas Chen Perfect! :) If you have any questions, you can reach out to us through or customer portal here or just send us an email. I'd be happy to assist you.

Hoping to hear from you soon.

Cheers,

Gökçe

[Emre Toptancı _OBSS_]

Hello @Dorcas Chen ,

If you are interested in a ready built solution, our team at OBSS built Timepiece - Time in Status for Jira app for this exact need. It is available for Jira Server, Cloud and Data Center.

Time in Status allows you to see how much time each issue spent on each status or assigned to each assignee or group. You can combine statuses into consolidated columns to see metrics like Age, Resolution Time, Cycle Time or Lead Time. For these metrics, you can individually select which statuses to include or exclude. All durations can be display in various formats including days, hours, minutes even seconds.

The app can calculate averages and sums of those durations grouped by issue fields you select. (For example see the average InProgress time per project and per issuetype or see the sum of InProgress time per component). 

The app uses Jira issue histories to calculate its reports so you can use the app to get reports on your past issues as well.

The app has custom calendar support so you can get your reports based on a 24/7 calendar or your custom business calendar. (This one is important because a 24/7 calendar in most cases shows misleading data. For example an issue created at 16:00 on Friday and was resolved at 09:00 on next Monday seems to stay open for 2,5 days but in terms of business hours, it is only a few hours. You can see this using Time in Status by OBSS.)

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. Get metrics like Lead Time or Cycle Time.
• Calculate averages and sums of those durations grouped by issue fields you select. (For example see average InProgress time per project and per issuetype.)
• Export your data as XLS, XLSX or CSV.
• Access data via REST API.
• Use one of various charts type for your reports.

Timepiece - Time in Status for Jira

EmreT

[George Mihailoff]

@Dorcas Chen this is a good question. The standard Resolution Time Report calculates time from the time issue was created. 

What you describe is called "Cycle Time" in Kanban terms, or time since actual work had started. Then the second step is to start differentiating different work item types and associated Cycle Time. E.g. it takes 3 days to resolve a bug and 5 days for a task. Now you can start having meaningful conversations with the team on how to improve your delivery system.

I will suggest our free addon (Quantify) that has such insights for Kanban boards.