Find Average Time to Resolve Issues

[Kevin Paul]

I want to Calculate the Average Time to Resolve issues considering the below Statuses grouped by Priority.

The Time in Status does not provide accurate Results.

[Emre Toptancı _OBSS_ · Accepted solution]

Hello @Kevin Paul ,

I am from OBSS, the vendor of Timepiece - Time in Status for Jira app that you asked about.

The screenshot you've sent is from a dashboard gadget so it shows very limited data in terms of your report configuration. If you click the "View in Time in Status" link at the bottom of the gadget, it will open the same report in Time in Status's main reporting page. A screenshot showing the main reporting page and the details selected in Report Options panel (The panel that opens when you click the button next to report type selection) will provide more insight for us.

For the fastest returns, I suggest you open a support ticket for this by sending an e-mail to plugin@obss.com.tr (I would be happy to create a support ticket on your behalf but we can't see your e-mail address in this community so we depend on you to do that.)

Waiting for your message.

Best regards,

EmreT

[Kevin Paul]

Hi Emre,

Thanks for looking into this.

I have sent an email to the team as requested for with al the details.

Regards,

Kevin Paul

[Valeriia_Havrylenko_SaaSJet]

@Kevin Paul   👋

For everybody who searching the solution we have alternative - Time Between Statuses add-on which generates reports of the transition time from one status to another. With add-on you can easily have average time to resolution on the grid.

Or you can switch to histogram chart and get average time by average line.



Try it! Add-on has a 30-day free trial version, free up to 10 users and developed by SaaSJet as well.
Hope it helps 😌

[Danut M _StonikByte_]

Hi @Kevin Paul,

With the gadgets offered by our Great Gadgets plugin, you can calculate and display the average resolution in various ways. 

For example, the Control Chart gadget displays the issues from a filter by their cycle time, which, for instance, you can configure it to be the time between issue creation and its entrance in Ready for Production status.

Hovering an issue in the chart, you can see details about it, like the Cycle Time (resolution time, in your case).  As you can see the chart display the Average line and its value.

You can set also a threshold value, to identify the issues that took longer than expected - the chart marks them in red.

An alternative to this is the Cycle Time Trend gadget that displays the average cycle time for past time periods (like weeks). This charts display the current average and the trend.

Unfortunately, these gadget do not group the data by Priority, but you can have a separate gadget for each priority.

For more details, see the articles from our blog, especially this one: 

An effective dashboard for Service Desk and Customer Support teams in Jira Service Management  

With this app you can track projects of type Scrum, Kanban, SAFe, Service Desk, Customer Support, ITSM. So it can be a great asset for your team and company. 

Hope this helps. If you have any questions, please don't hesitate to contact us at support@stonikbyte.com. 

Thank you,

Danut manda 

[Craig Hynek]

However we are not able to pull by priority 

[Tansu Akdeniz]

Hi @Kevin Paul 

Page title says total instead of average. Please double check your config.

If you think there is something wrong with the report, please contact app vendor.

[Kevin Paul]

@Tansu Akdeniz Yes, I have named it like that.

It is calculating Total Time Spent in Each Status for all the Tickets grouped by Priority.

I want the to calculate the Average of these

[Bill Sheboy]

Hi @Kevin Paul 

Adding to the answer from @Tansu Akdeniz ...

The image you show may not be for a built-in report / chart for Jira Cloud.  Instead it is from a marketplace vendor.  Please determine the vendor of the app and contact their support for assistance: https://marketplace.atlassian.com/

Kind regards,
Bill