Time in Status Add-on Not Calculating Properly

[Nicole Gosling]

At my workplace, we use a third-party add-on called ‘Time in status | SLA | Timer | Stopwatch for Jira DC/Cloud’ version 5.6.1-jira9 by JiBrok for Jira Software Data Center 9.4.20. We needed a way to calculate the duration from when a ticket is opened to when it is resolved, excluding waiting time. This data is used for KPI reporting.

We created a custom calendar (System | Administration | Manage Apps) including regular business hours (Monday – Friday 8:00 AM – 5:00 PM CST), breaks (12:00 PM – 1:00 PM CST), and applicable statutory holidays (image 3) however the time in status value in the ‘Time in Status ‘tab (image 2) on the ticket is not calculating properly (image 1 and 2).

Note: To enter the correct date of the statutory holiday, we had to enter the day after the statutory holidays, so the correct date was added.  For example:  Entered December 31, 2023, to add January 1, 2024.  We have raised a ticket with JiBrok in April 2024 however there has been no action or updates on it despite our attempts to contact the vendor.

The add-on was install prior to me taking over Jira support so I am not sure if it ever worked properly.

Does anyone else use this add-on?  Have you experience this issue?

Thanks in advance!

[Trudy Claspill]

Hello @Nicole Gosling 

Have you reviewed the vendor provided documentation?

https://jibrok.com/docs/time-in-status/overview/

What is your configuration for the Time In Status? Have you confirmed that a Calendar has been specified in that configuration so that your working hours, breaks, and holidays would be taken into consideration for the calculation?

[Nicole Gosling]

Thanks for the quick response @Trudy Claspill. I did review the JiBrok documentation and our settings but I couldn't pick out anything that would cause 1) the bug  (workaround for entering the stat holiday); and 2) the inaccurate calculation.  Having said that I am not familiar with the add-on nor did I original install it. 

Also, I did assign this issue to our AMS Service Provider a few months ago and they weren't able to determine this issue so they logged a ticket with JiBrok but haven't received a response.

I am going to ask our AMS Service Provide to take a deeper look into the add-on settings to rule anything out there.

Have a great weekend!