time to first response

[struk]

I am looking to get report per project for specific period of time so I can create report or dashboard for customer project A and state to customer.

for example

From 01 June 2023 we received and solved 24 requests for you. Average time to first response per 24 requests was 2h23minues and average time to resolve your 24 request was 4h45 minutes.

I do not want to have any SLA inluded in this calulation just plain Actual time for first response and resolution ( SLA is defined per project but I do not want to take this in concideration for purpose of this report)

Can you assist / advise please

[Valeriia_Havrylenko_SaaSJet]

Hi @struk 
You can easily measure it with the Time in Status add-on. All you need to do is choose the Average time report, filter data by the provided criteria and get the ready report.

Add-on has a 30-day free trial version and free up to 10 users. 
Please, let me know if you have any questions

Hope it helps 😌

[Mehmet A _Bloompeak_]

Hi @struk

You can try Status Time Reports app developed by our team. It mainly provides reports and gadgets based on how much time passed in each status.

Here is the online demo link, you can see it in action and try without installing the app. For your case, you can have a look at time in assignee, cycle time and lead time reports. For further details, please check Status Time Reports How to Videos.

• This app has a dynamic status grouping feature so that you can generate various valuable reports as time in status, time in assignee, status entry dates and status counts, cycle time and lead time, average/sum reports by any field(e.g. average in progress time by project, average cycle time by issue creation month).

• You can search issues by Project, Issue Type, Status, Assignee, Issue Creation/Resolution Date(and any other Date field) and JQL Query.
• Status durations are calculated according to the working calendar you define. Once you enter your working calendar into the app, it takes your working schedule into account too. That is, "In Progress" time of an issue opened on Friday at 5 PM and closed on Monday at 9 AM, will be a few hours rather than 3 days.
• You can set different duration formats.
• You can export reports in CSV file format and open them in MS Excel.
• You can also add this app as a gadget to your Jira dashboards and reach “Status Time” from Issue Detail page.
• You can enable/disable access to Status Time reports&gadgets and Issue Detail page per project, users, groups or project role.

If you are looking for a completely free solution, you can try the limited version Status Time Free.

Hope it helps.

[Gizem Gökçe _OBSS_]

Hello @struk ,

I understand that you want to calculate the response time and resolution time of your Jira Issues. For that I can recommend Timepiece - Time in Status for Jira app which is built by my team at OBSS. It is available for both Jira Cloud, and Data Center.  

Time in Status 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. (Please see the screenshot below)

For all numeric report types, you can also calculate averages and sums of those durations grouped by the issue fields you select. For example total in-progress time per customer or average resolution time per sprint, week, month, issuetype, request type, etc. The ability to group by parts of dates (year, month, week, day, hour) or sprints is particularly useful here since it allows you to compare different time periods or see the trend. 

The app calculates its reports using already existing Jira issue histories so when you install the app, you don't need to add anything to your issue workflows and you can get reports on your past issues as well.

Time in Status 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 how our JIRA add-on can revolutionize your metrics measurement process. Enjoy a 30-day free trial to experience the full range of features.

If you wish, you can also schedule a live demo. We will provide a comprehensive overview of the application and address any inquiries you may have.

Hope it helps,

Gizem

[Danut M _StonikByte_]

Hi @struk,

Your best option here is our Great Gadgets app. It offers all you need for tracking your customer projects in Jira or Confluence. 

For your need specially, have a look over this article from our blog: An effective dashboard for Service Desk and Customer Support teams in Jira Service Management. 

You can use:

• Advanced Issue Filter Formula Gadget gadget to display issues created vs issue resolved.
• Control Chart gadget and/or Cycle Time Trend gadget to display average time to resolved and average time to first response
• Kanban Velocity to display the number of issues resolved along the time / throughput 
• Complete your dashboard with other metrics as described in the article. 

If you need more help on this, please don't hesitate to contact us at support@stonikbyte.com.

Danut.