How to Calculating Ticket Resolution Time massively?
Asked by mark.tsai:

Hi community,

I'm interested in calculating the resolution time for each ticket, specifically the duration from when a ticket is created until its status changes to "Closed." Is there a way to display this information as a field in the "Filters" page, or perhaps another feature can achieve the same outcome?Thanks!


Answers:
author: Walter Buggenhout
body: Hi [@mark.tsai](/t5/user/viewprofilepage/user-id/5401082),

This looks like a classic example of a time to resolution SLA. JSM supports this out of the box and there is even reporting available for it, see [this KB article](https://confluence.atlassian.com/jirakb/how-does-the-service-management-time-to-resolution-report-work-859509141.html).

Interesting references you may want to review:

* [Support article series on configuring SLA in Jira Service Management](https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/)
* [Creating custom reports in JSM](https://support.atlassian.com/jira-service-management-cloud/docs/create-a-new-custom-report/)

Once you have set up a Time to Resolution SLA that meets your needs, you can simply display this resolution as a column in issue search as well.

Hope this helps!


author: Mehmet A _Bloompeak_
body: Hi [@mark.tsai](/t5/user/viewprofilepage/user-id/5401082)

If you prefer to use a marketplace app, you can try [Status Time Reports](https://marketplace.atlassian.com/1221826) app developed by our team. It mainly provides reports and gadgets based on how much time passed in each status.

You can get issue resolution time by using**cycle time** (the time it takes for the team to start working on an issue and complete it) or **lead** **time** (the time interval between the moment an issue is requested to the moment it is completed) **report** . Here is the [online demo link](http://status-time.bloompeak.io/demo), you can see it in action and try without installing the app. For your case, you can have a look at [Lead Time for Each Issue](https://bloompeak.atlassian.net/plugins/servlet/ac/io.bloompeak.status-time/st-report?ac.reportid=904) and [Cycle Time for Each Issue](https://bloompeak.atlassian.net/plugins/servlet/ac/io.bloompeak.status-time/st-report?ac.reportid=901) reports.

For further details, you can have a look at [Cycle Time and Lead Time in Jira: Productivity Measurement with Two Critical Parameters](https://community.atlassian.com/t5/Marketplace-Apps-Integrations/Cycle-Time-and-Lead-Time-in-Jira-Productivity-Measurement-with/ba-p/1905845) article and [Status Time Reports How to Videos.](https://www.youtube.com/playlist?list=PLVHoaAkoFPJnG9nLkzcxG0P00ndQgimDs)

* 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 Reports Free](https://marketplace.atlassian.com/apps/1222051).

Hope it helps.


author: Amay Purohit_RVS
body: Hi [@mark.tsai](/t5/user/viewprofilepage/user-id/5401082)

You can use Jira Rest APIs to pull this information.

However I believe an app can help if you need this information often for multiple issues. If you are fine to try out one, you can take a look at the one which we have built for the same use case.  

[Time in Status Reports](https://marketplace.atlassian.com/apps/1226187/time-in-status-reports?hosting=cloud&tab=overview)

One of the many reports which the app provides is Time in Status report which shows how much time each issue spent through each status. You can also group your statuses to check your issue resolution times. The app has 20+ reports to track your bottleneck Issues \& Processes.

Disclaimer : I work for the vendor who built this app

![TIS-1.png](https://community.atlassian.com/t5/image/serverpage/image-id/313371i7CE584BAE78770DF/image-size/large?v=v2&px=999 "TIS-1.png")


author: Gizem G?k?e _OBSS_
body: Update on May 9th, 2024: Time in Status by OBSS was recently rebranded as [Timepiece](https://marketplace.atlassian.com/apps/1211756/time-in-status?hosting=cloud&tab=overview&utm_source=community&utm_medium=answer). It is still the same capable app with the same dedicated team behind it. The answer below mentions the app as "[Time in Status](https://marketplace.atlassian.com/apps/1211756/time-in-status?hosting=cloud&tab=overview&utm_source=community&utm_medium=answer)" but you can find the app in the marketplace as "[Timepiece (formerly Time in Status)](https://marketplace.atlassian.com/apps/1211756/time-in-status?hosting=cloud&tab=overview&utm_source=community&utm_medium=answer)".

Hello [@mark.tsai](/t5/user/viewprofilepage/user-id/5401082) ,

If you are open to using an application specifically tailored to your needs, [Time in Status](https://marketplace.atlassian.com/apps/1211756/time-in-status?hosting=cloud&tab=overview&utm_source=community&utm_medium=answer) which is developed by my team at OBSS, is the tool I would highly recommend. 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** .

**Status Duration** report (please see the screenshot above) which shows how much time each issue spent on each status. You can combine the time for multiple statuses to get metrics like **Issue Age, Cycle Time, Lead Time, Resolution Time** etc.

![Status Duration Report With Resolution Time.png](https://community.atlassian.com/t5/image/serverpage/image-id/313228i952D82B0A630512F/image-size/large?v=v2&px=999 "Status Duration Report With Resolution Time.png")

For all numeric report types, you can calculate **averages** and **sums** of those durations grouped by the issue fields you select. For example total in-progress time per *team* or average resolution time per sprint, epic, 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.

![Average Resolution Report.png](https://community.atlassian.com/t5/image/serverpage/image-id/313229iF2B1D359D4333A30/image-size/large?v=v2&px=999 "Average Resolution Report.png")

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 [Time in Status](https://marketplace.atlassian.com/apps/1211756/time-in-status?hosting=cloud&tab=overview&utm_source=community&utm_medium=answer) 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.](https://calendar.app.google/faQYgsEekRdFxnPj7) We will provide a comprehensive overview of the application and address any inquiries you may have.

Hope it helps,

Gizem


author: Vitaly_Berezovsky_SaaSJet
body: Hi [@mark.tsai](/t5/user/viewprofilepage/user-id/5401082)

For these purposes, I can recommend the [SLA Time and Report](https://marketplace.atlassian.com/apps/1220741/?utm_source=Atlassian_Community&utm_medium=refferal&utm_campaign=Comment_How+to+Calculating+Ticket+Resolution+Time+massively%3F_20240320).

This add-on allows you to work with different customer metrics, such as time-to-resolution or time-to-response.

This is an example of working with the Time to Resolution metric in the [SLA Time and Report](https://marketplace.atlassian.com/apps/1220741/?utm_source=Atlassian_Community&utm_medium=refferal&utm_campaign=Comment_How+to+Calculating+Ticket+Resolution+Time+massively%3F_20240320) add-on:

1. Create three new SLAs for the same **Project** , using the same **Work schedule** and Start/Pause/Stop conditions as the previous configurations, excluding the **Reset SLA** -- leave it unconditional.

![1.png](https://community.atlassian.com/t5/image/serverpage/image-id/311244i2DFB52D363940467/image-size/large?v=v2&px=999 "1.png")

*If you have teams in different time zones and need to calculate SLAs for each group, you can add a Location condition -- a custom field value which allows teams to select their time zone on the ticket.*

*![2.png](https://community.atlassian.com/t5/image/serverpage/image-id/311245i10BC606C0C7CD3A0/image-size/large?v=v2&px=999 "2.png")*

2. Set the time goals and Limit Exceeded actions for each SLA configuration. In our example, it will be notified via the SLACK channel about Breached time limits.

![3.png](https://community.atlassian.com/t5/image/serverpage/image-id/311249i90C34DC1F7E5A2FD/image-size/large?v=v2&px=999 "3.png")

Breached time for Medium priority

![3.png](https://community.atlassian.com/t5/image/serverpage/image-id/311246iB44B82A26EFCE451/image-size/large?v=v2&px=999 "3.png")

Breached time for High priority

![5.png](https://community.atlassian.com/t5/image/serverpage/image-id/311247i4684D5A4502E6B56/image-size/large?v=v2&px=999 "5.png")

Breached time for Highest priority

3. **Save**all SLA configurations.

4. Finally, select all SLAs as the filter for issues. You can see the time spent on the SLA time goals and identify any that were exceeded or breached through the table report or charts.

![6.png](https://community.atlassian.com/t5/image/serverpage/image-id/311250i17CC58BAB1AF789A/image-size/large?v=v2&px=999 "6.png")

That's all! Enjoy your work without exceeding the resolution and response time.

The application has a [30-day trial period](https://marketplace.atlassian.com/apps/1220741/?utm_source=Atlassian_Community&utm_medium=refferal&utm_campaign=Comment_How+to+Calculating+Ticket+Resolution+Time+massively%3F_20240320) and is free for small teams (up to 10 users), so you can check how well it suits you. My team developed it so our support team can help you with the settings.


author: Vicente Dom?nguez _Decadis AG_
body: Hello [@mark.tsai](/t5/user/viewprofilepage/user-id/5401082),

I am part of the Decadis team and I would like to propose a solution using our app [Smart Fields for Jira.](https://apps.decadis.net/display/SF4J/Smart+Fields+for+Jira)

It would be possible to display the time until resolution in a field as explained in our use case [Elapsed time between creation and resolution.](https://apps.decadis.net/display/SF4J/Elapsed+time+between+creation+and+resolution)

If you need more information about this or other implementations, please, do not hesitate to contact us in this thread or via our [Support Service Desk](https://support.decadis.net/) or visit our [documentation](https://apps.decadis.net/display/SF4J).

Best regards,

Vicente


Tags: cloud

jira-service-management

jira-service-management-cloud