Average time to resolution report
Asked by Irina Harutiunian:

Please tell me what kind of logic is used by Jira to calculate average time to resolution in "Time to resolution" custom report. I have calculated the result to compare with Jira's result but they are not the same. Also want to know how is working "Show" filter, where we choose the custom range. If I choose Custom range for December, will I see the result for incidents, which are created in December?


Answers:
author: Valeriia_Havrylenko_SaaSJet
body: Hi [@Irina Harutiunian](/t5/user/viewprofilepage/user-id/5411297) ?  
If you want to track time to resolution, a better alternative to Jira's reports is our [Time Between Statuses](https://marketplace.atlassian.com/apps/1221462?utm_source=Atlassian_Marketplace&utm_medium=referral&utm_campaign=Comment_Average-time-to-resolution-report_20240124) 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.**

![?????? ?????? 2024-01-26 ? 01.24.25.png](https://community.atlassian.com/t5/image/serverpage/image-id/302622iA0A4449BF4BE45F7/image-size/large?v=v2&px=999 "?????? ?????? 2024-01-26 ? 01.24.25.png")  
[Try it!](https://marketplace.atlassian.com/apps/1221462?utm_source=Atlassian_Marketplace&utm_medium=referral&utm_campaign=Comment_Average-time-to-resolution-report_20240124) Add-on has a **30-day** free trial version and **free up to 10 users****.**   
Hope it helps ?


author: Mehmet A _Bloompeak_
body: Hi [@Irina Harutiunian](/t5/user/viewprofilepage/user-id/5411297)

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.  

Here is the [online demo link](http://status-time.bloompeak.io/demo), you can see it in action and try without installing the app.

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, resolution time, average/sum reports by any field(e.g. average in progress time by project, average cycle time by issue creation month)**.

You can have a look at [Status Time Reports How to Videos](https://www.youtube.com/playlist?list=PLVHoaAkoFPJnG9nLkzcxG0P00ndQgimDs) for sample reports.

Further details:  
* 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: 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 [@Irina Harutiunian](/t5/user/viewprofilepage/user-id/5411297) ,

Sometimes it can be difficult and confusing to use features implemented directly in Jira.

If you are open to other solutions for your needs, [Time in Status](https://marketplace.atlassian.com/apps/1211756/) which is developed by my team at OBSS, is the tool I would highly recommend. And it is available also for JSM!

Time in Status offers two report types for your case:

The first one is **Status Duration** report (please see the screenshot below) which shows how much time each issue spent on each status. You can combine the time for multiple statuses to get metrics like **Response Time, Resolution Time, Lead Time**etc.

Probably the best thing you'll like about our application is that, since you are the person who combines the statuses, you won't be confused about the logic of the calculation. You will definitely know how and according to which logic your metrics are calculated by the application, because you have full control over the report metrics.

![Report Types Status Duration Report.png](https://community.atlassian.com/t5/image/serverpage/image-id/297374iE72D86867BE066ED/image-dimensions/522x155?v=v2 "Report Types Status Duration Report.png")

As an alternative approach, Time in Status also has **Duration Between Statuses** report type which shows the duration between two specific statuses. This report type also allows the user to exclude the times for "pause" statuses.

![DBS 2.png](https://community.atlassian.com/t5/image/serverpage/image-id/302522i9E399870F1D1BE7B/image-size/large?v=v2&px=999 "DBS 2.png")

For all numeric report types, you can calculate **averages** and **sums** of those durations grouped by the issue fields you select. This means you can easily get your **Average Resolution Time** data from the app. (please see the screenshot below)

*![Example.png](https://community.atlassian.com/t5/image/serverpage/image-id/302521i58E96CA51297D570/image-size/large?v=v2&px=999 "Example.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. It supports both Company Managed and Team Managed projects for Jira Cloud.

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.

Visit [Time in Status](https://marketplace.atlassian.com/apps/1211756/time-in-status?hosting=cloud&tab=overview) 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.

Kind Regards,

Gizem


author: Jack Brickey
body: Hi [@Irina Harutiunian](/t5/user/viewprofilepage/user-id/5411297) ,

I have not interrogated the results in some time. I do recall looking into this years ago when I first played with it so I could better understand. I will offer the following article in hopes it helps.

[how-resolution-time-is-calculated](https://confluence.atlassian.com/jirakb/how-resolution-time-is-calculated-278072482.html)

comments: author: Irina Harutiunian
body: Thank You very much!

I need to know the whole logic of calculation. Maybe someone else can help me?  

Also please tell me how is the ''Show'' filter in reports working?


author: Valeriia_Havrylenko_SaaSJet
body: [@Irina Harutiunian](/t5/user/viewprofilepage/user-id/5411297)   

In [Time Between Statuses](https://marketplace.atlassian.com/apps/1221462?utm_source=Atlassian_Marketplace&utm_medium=referral&utm_campaign=Comment_Average-time-to-resolution-report_20240124) for calculation you need to **select statuses** on which the timer should **start and stop the calculation**.

You can also **choose a status** on which the timer should be **on pause**.

![?????? ?????? 2024-01-26 ? 01.42.40.png](https://community.atlassian.com/t5/image/serverpage/image-id/302625i15B28A80EE72BB19/image-size/large?v=v2&px=999 "?????? ?????? 2024-01-26 ? 01.42.40.png")  

and you will get a report based on your timer preferences.   
Also with add-on you can configure notification when task deadlines are exceeded.   
Our users find this very helpful :)  


Tags: cloud

jira-service-management

jira-service-management-cloud