Jira Report that incudes SLO for "First Response Time" & "Resolution Time", specifically by agent
Asked by Ken Obsequio:

Hello !  

I am trying to create a report that shows SLO for First Response Time (FRT) \& Resolution Time (RT). Specifically by Agent.

I tried using the basic mode for "Filter By" under "Edit Series"   
After reverting to JQL, this is what I came. up with:

**status = Resolved AND assignee in (61a4ca253618cd006fcca466, 5f88a150693233007663b21e, 5f10f85d1084620015c6681b, 6266db8b593e80006f14c864, 5f52972a73a268004d22aa25, 6281f871cc1d15006fa9367a)**

*** ** * ** ***

When I produce the report this is what I see:

![SCR-20240717-mpm.png](/t5/image/serverpage/image-id/336205i2FE8C9F235CF44EF/image-size/large?v=v2&px=999 "SCR-20240717-mpm.png")

Ideally, I would love the agents to populate on the bottom half and have it display all the tickets that have been breached.

Thank you community! ?

*** ** * ** ***


Answers:
author: Valeriia_Havrylenko_SaaSJet
body: Hi [@Ken Obsequio](/t5/user/viewprofilepage/user-id/5426537) ?  

One option can be "Time to resolution" (TTR) report in Service Management. You can learn how to use it here - [https://confluence.atlassian.com/jirakb/how-does-the-service-management-time-to-resolution-report-work](https://confluence.atlassian.com/jirakb/how-does-the-service-management-time-to-resolution-report-work-859509141.html)  

If you're looking for the advance reports try out:  

1. [Time Between Statuses](https://marketplace.atlassian.com/apps/1221462?utm_source=Atlassian_Marketplace&utm_medium=referral&utm_campaign=Comment_Jira-Report-that-incudes-SLO-for-quot-First-Response-Time-quot_20240722) add-on. Here, you don't form statuses in a status group so much as transitions between them.

![?????? ?????? 2024-05-15 ? 12.54.52.png](https://community.atlassian.com/t5/image/serverpage/image-id/323787i7B5BECE37BE2231B/image-size/large?v=v2&px=999 "?????? ?????? 2024-05-15 ? 12.54.52.png")

You can also set up highlights of values that exceed the permissible level, and in this case, you can receive issue and email notifications.

![image 99.png](https://community.atlassian.com/t5/image/serverpage/image-id/314184i034B52DB54E72B23/image-size/large?v=v2&px=999 "image 99.png")  

2. [**Time in Status**](https://marketplace.atlassian.com/apps/1219732/time-in-status-for-jira-cloud?hosting=cloud&tab=overview&utm_source=Atlassian_Community&utm_medium=referral&utm_campaign=Comment_Jira-Report-that-incudes-SLO-for-quot-First-Response-Time-quot_20240722) where you can group all the statuses necessary to calculate the **Time to resolution** and **Time for first response and the resolution time**metric and get this calculation on the grid, chart pr dashboard.

![2024-05-28_10-30-21.png](https://community.atlassian.com/t5/image/serverpage/image-id/326236i72EC16305444D3D5/image-size/large?v=v2&px=999 "2024-05-28_10-30-21.png")

![2024-05-28_10-25-01.png](https://community.atlassian.com/t5/image/serverpage/image-id/326237i71D12F672C9A9825/image-size/large?v=v2&px=999 "2024-05-28_10-25-01.png")

These apps were developed by my team, so let me know if you need further help ?

comments: author: Ken Obsequio
body: Thank you so much!!!   

I'll try this out


author: Gizem G?k?e _OBSS_
body: Hello [@Ken Obsequio](/t5/user/viewprofilepage/user-id/5426537) ,

In order to measure **First Response Time or Resolution time**per agent I would recommend using a third-party app, as there is no built-in solution in JIRA for this.

My recommendation is [Timepiece (formerly Time in Status)](https://marketplace.atlassian.com/apps/1211756/) app, the oldest and leading Time in Status app in Atlassian Marketplace, which is built by my team at OBSS. It is available for both Jira Cloud, and Data Center.

Timepiece mainly allows you to see how much time each issue spent on each **status** and on each **assignee/group/team**.

Timepiece offers **Assignee Duration per Status** report which shows how much time each assignee spent on each Status. You can combine the time for multiple statuses to obtain metrics according to your specifications, **such as First Response Time, Resolution time, Cycle Time** etc.

![Assignee Duration per Resolution Time.png](https://community.atlassian.com/t5/image/serverpage/image-id/337063iCDDB867425EF9A3F/image-size/large?v=v2&px=999 "Assignee Duration per Resolution Time.png")

All these options can provide both calculated data tables and charts.

![Assignee Duration per average cycle time chart.png](https://community.atlassian.com/t5/image/serverpage/image-id/327747i6B847F9136628714/image-dimensions/453x180?v=v2 "Assignee Duration per average cycle time chart.png")

Visit [Timepiece (formerly Time in Status)](https://marketplace.atlassian.com/apps/1211756/time-in-status?hosting=cloud&tab=overview&utm_source=community&utm_medium=answer) to explore and 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

comments: author: Ken Obsequio
body: Thank you!!!!


author: Fabian Lim
body: Hi [@Ken Obsequio](/t5/user/viewprofilepage/user-id/5426537)

Unfortunately, you will have to look at a 3rd party plugin to create a report like that you are looking for. My recommendations is EazyBI, but there are other reporting apps that may do something similar. Example of EazyBI: <https://eazybi.com/accounts/1001/dashboards/8347-sla-overview>

Regards,

Fabian


Tags: cloud

jira-service-management

jira-service-management-cloud

sla-reporting