Tracking Timing, Reporting, and Criticality

[Alan Karp]

Good morning,

I have taken over our JIRA reporting and have been researching how to implement better tracking. I have hit a wall at this point, my questions are as follows:

1. Is there a way to track open tickets vs participants who have been tagged in a ticket?
2. Is there a way to track open tickets vs time ticket was open for and also time to close
3. I would like to understand the criticality ranking system better, is there a way to easily enter that a ticket should be more critical because there is an open order already, etc….

Best Regards,

Alan Karp

[Vitalii_Bobak_SaaSJet]

Hi @Alan Karp 

For Tracking Open Tickets vs. Participants Tagged in a Ticket

Jira Native Options:

• You can use Jira’s built-in Search and Filters feature. By leveraging JQL (Jira Query Language), you can run queries such as:
  • assignee IS EMPTY AND comment ~ currentUser() to track tickets where a participant might be tagged in comments but not officially assigned.

For Tracking Open Tickets vs. Time Ticket Was Open and Time to Close

Jira Native Options:

• You can also use JQL queries like created >= -7d AND status = "Open" to get insights into how long issues have been open.
• The Control Chart report is useful for visualizing cycle times and understanding how long it takes to close issues.

Understanding and Adjusting Criticality Rankings

Jira Native Options:

• Jira uses Priorities to rank the criticality of issues. You can customize these in your Jira Settings under Issue Attributes > Priorities.
• If you want a more dynamic approach to ranking issues based on criteria like open orders, consider using Custom Fields and configure automation rules (via Jira Automation) to adjust the priority based on specific conditions.

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All-in-One Solution: Time in Status

If you are ok to use add-ons, consider the Time Between Statuses (developed by my team). Add-on offers:

• Track open tickets and participants who have been assigned to the ticket
• Track open tickets vs time ticket was open for and also time to close by adding status groups (of course you can customise them)
• Easily identify more critical tickets by setting warning (yellow) and critical (red) highlights.  

I hope this information assists you in improving your Jira reporting and tracking capabilities. If you have further questions or need assistance with implementation, feel free to reach out.

[Madhu_RVS]

Hi @Alan Karp 

Welcome to the community !!

If you would be interested in a mktplace to get some of this data, please try out an add-on we have developed for the same use case.

Time in Status Reports 

The app has more than 20+ reports and time with assignee report will show the assignees for an issue and how much time the issue was with each of them. Also you can group your statuses to define your own cycle / resolution times.

More details here

Disclaimer : I work for the vendor who built this app