Time Tracking & Reporting
Asked by K_:

Hi All,

no doubt this has been dealt with by many a user, so I'm hoping the community can help out.

Simply put, a service desk set up for a customer; you have (for example) 4 different streams of work for the same customer. You can't really expect the customer to understand they need to lodge tickets in 4 different service desks. So you set up 1 service desk for the whole customer. I get that I can set up 4 different ticket types and give them names according to each work stream for users to lodge against.

Thing is the customer wants separate workstream reporting. We've been using Tempo so far and can't figure out how to report separately. I will readily admit we're not exactly Atlassian gurus, but handy enough to nut things out with a couple of hints.

Is there a better time recording app than Tempo or a way (outside of JQL querying in Tempo) to achieve what we're trying to do please?


Answers:
author: Yuliia Hushcha _Reliex_
body: Hi [@K_](/t5/user/viewprofilepage/user-id/4273591)

I can suggest you [ActivityTimeline](https://marketplace.atlassian.com/apps/1220860)as an alternative. It's a bestseller plugin for capacity planning and time tracking in Jira.

<br />

There are 3 Timesheet Report Templates in AT: Timeline, Progress \& Detailed. They work on the principle of the constructor -- just choose the needed values, click create and receive comprehensive information.   

Here is the screenshot for your specific use case.   

<br />

![CleanShot 2024-07-10 at 17.37.26@2x.png](https://community.atlassian.com/t5/image/serverpage/image-id/334737i401B640BBF788BAD/image-size/large?v=v2&px=999 "CleanShot 2024-07-10 at 17.37.26@2x.png")

<br />

Feel free to ask any questions or [book free demo call](https://activitytimeline.com/schedule-demo) to discuss how we can help you specifically with your project:)


author: Amay Purohit_RVS
body: Hi [@K_](/t5/user/viewprofilepage/user-id/4273591)

You can use Jira Rest API's to pull this data and build on your custom solution. Or if you would be interested in a mktplace app , take a look at

[Worklogs Time Tracking \& Timesheets](https://marketplace.atlassian.com/apps/1230243/worklogs-time-tracking-timesheets?hosting=cloud&tab=overview)

You can easily view time entries for multiple issues day wise grouped by assignees in a single view. The app allows to filter/Categorize/Group By your worklogs data and a timesheet view too to track individual time spent. And what's more it can be added as a dashboard gadget.

Disclaimer : I work for the vendor who built this app

![Worklogs-Author-New.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/334535i7A49017CEDA5AD28/image-size/large?v=v2&px=999 "Worklogs-Author-New.PNG")


author: Olha Yevdokymova_SaaSJet
body: Hello [@K_](/t5/user/viewprofilepage/user-id/4273591)

You may wanna try using [Time \& Cost Tracker](https://marketplace.atlassian.com/apps/1229405/time-cost-tracker-for-jira-reports-portfolio-budget?tab=overview&hosting=cloud&utm_source=Atlassian_community&utm_medium=referral+&utm_campaign=Comment_jsm_tracking_and_reporting_20240701) developed by my team. Add-on includes time tracking possiblity, as well as cost and time reports, which makes it all-in-one tool for various needs. To generate reports, several in build filters available, like user, project etc, as well as a possibility to include JQL filter. Maybe you can clarify which reports you need to generate and I can give you instructions on how to set up this with our add-on ?


author: Gizem G?k?e _OBSS_
body: Hello [@K_](/t5/user/viewprofilepage/user-id/4273591) ,

I didn't understand from your question what method you use to keep track of time spent on tickets. Normally you have two options here. One is to use the time logged by the users. However, this is not always ideal as team members tend to forget to log the time spent on issues, or in this case, tickets. Your second option is to use duration times and track the time spent on each status.

If the second option is ok for you, in order to track the time spent on each status I suggest you use a marketplace app. [Timepiece (formerly Time in Status)](https://marketplace.atlassian.com/apps/1211756/time-in-status?hosting=cloud&tab=overview&utm_source=community&utm_medium=answer) ,the oldest and leading "Time in Status" app in Atlassian Marketplace, which is developed by my team at OBSS, has a report type that will meet your need.

Using our grouping option, you can group the issues in a project by the issue fields you choose. For example, in the screenshot below, you can see that I have grouped the issues by their issue types and taken the sum of the durations spent on each status. I think this example could be a solution for your case. You will have one service desk for your customer, but you will separate the tickets by their issue types and see the total time spent on each issue type separately with help of Timepiece reports.

![Groupping on issue types.png](https://community.atlassian.com/t5/image/serverpage/image-id/334668i41653BA216DE84EC/image-size/large?v=v2&px=999 "Groupping on issue types.png")

[Timepiece (formerly Time in Status)](https://marketplace.atlassian.com/apps/1211756/) has **30-day free trial** for you 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: K_
body: Hi [@Gizem G?k?e _OBSS_](/t5/user/viewprofilepage/user-id/5319899) ,

tracking the time is not the problem. Reporting separately is.

I have 4 workstreams - one project - one customer. 3 streams are service desk SLA monitored type functions. We can report on SLA's.

4th Workstream is T\&M and I need to break out reporting on that one separately.


author: Gizem G?k?e _OBSS_
body: Hello [@K_](/t5/user/viewprofilepage/user-id/4273591) ,

In our app you can add multiple grouping fields to report separately. For example, in the screenshot below, I've grouped the issues by issue type, customer and priority. Perhaps this solution is the answer to your question.

![Multiple Group By Fields.png](https://community.atlassian.com/t5/image/serverpage/image-id/348996iBCCB37103EDE6793/image-size/large?v=v2&px=999 "Multiple Group By Fields.png")

If you prefer, you can also arrange [a live demo](https://calendar.app.google/faQYgsEekRdFxnPj7) so that we can go through your case in the session and see if we can create a solution tailored to your needs.


author: Gracjan Weso?owski _HeroCoders_
body: Hi [@K_](/t5/user/viewprofilepage/user-id/4273591)

If you are looking for a time tracking report that would allow you to show the time logged individually for each issue type, you can check our app - [Clockwork Pro](https://marketplace.atlassian.com/apps/1219213/clockwork-automated-time-tracking-timesheets-pro?hosting=cloud&tab=overview), or [Free.](https://marketplace.atlassian.com/apps/1220750/clockwork-automated-time-tracking-timesheets-free?hosting=cloud&tab=overview)

It allows you to break down timesheet data with different issue types, please see a timesheet example:

![gif (1).gif](https://community.atlassian.com/t5/image/serverpage/image-id/334596i2E2CF9FA01755E28/image-size/large?v=v2&px=999 "gif (1).gif")

You can also create [custom attributes](https://docs.herocoders.com/clockwork/worklogs#Worklogs-WorklogAttributes) to tag each worklog with your client name, and also filter it through the timesheet.

![Zrzut ekranu 2024-07-10 133919.png](https://community.atlassian.com/t5/image/serverpage/image-id/334607i1C90CA7064AF804F/image-dimensions/331x496?v=v2 "Zrzut ekranu 2024-07-10 133919.png")

We can join together on a call and review your use case if needed.

Cheers!

Gracjan


author: Gracjan Weso?owski _HeroCoders_
body: Hi [@K_](/t5/user/viewprofilepage/user-id/4273591)

You might consider using[time-tracking](https://marketplace.atlassian.com/search?category=Time%20tracking&hosting=cloud) apps that in most cases have a customizable report of tracked time on issues.

I can recommend our [Clockwork Automated Time Tracking \& Timesheets Pro](https://marketplace.atlassian.com/apps/1219213/clockwork-automated-time-tracking-timesheets-pro?hosting=cloud&tab=overview), or [Free](https://marketplace.atlassian.com/apps/1220750/clockwork-automated-time-tracking-timesheets-free?hosting=cloud&tab=overview) app which offers you the possibility to review timesheets and create reports that can be configured in various ways using break-down and filtering options, including time spent per agent.

You can choose a range for a whole year and break down the data by chosen fields. This information can be[also exported to Excel files.](https://docs.herocoders.com/clockwork/export-timesheets-worklogs)

We have recently also developed a Team feature that allows you to create [Teams](https://docs.herocoders.com/clockwork/teams) which can be used in timesheet filters and breakdowns. When a team is selected for a timesheet/report, all users in the team will be included in the report even if they do not have any worklogs for the selected timeframe.

Please find below the sample of how the timesheet looks like:![gif (1).gif](https://community.atlassian.com/t5/image/serverpage/image-id/338515iAC4E02E6D5C72A53/image-size/large?v=v2&px=999 "gif (1).gif")

If you have any questions you can contact us via our[help center.](https://herocoders.atlassian.net/servicedesk/customer/portals)

Cheers!

Gracjan


author: Micha? Kowalewski_SolDevelo
body: Hi [@K_](/t5/user/viewprofilepage/user-id/4273591)

This is Micha? from SolDevelo company and I'd like to show you an app that our team developed for creating reports for Jira time logs.

The report can show you all **projects, users, logged time, original estimates, different sprints** etc.. There are many possibilities how you can filter the report and what's the best is that we constantly improve our app. This is an example from the app:

![community4.png](https://community.atlassian.com/t5/image/serverpage/image-id/334913iD713B22DEC82368C/image-size/large?v=v2&px=999 "community4.png")

The app is called "**[Worklogs - Time Tracking and Reports](https://marketplace.atlassian.com/apps/1219004/worklogs-time-tracking-and-reports?tab=overview&hosting=cloud)** ", it's very easy to use. and **currently it's a bestseller in the Atlassian marketplace** when it comes to the time tracking apps.

I encourage you to try our app because you don't pay anything for the first 30 days anyway.

We are also happy to answer any questions about our application. Feel free to **contact via portal [here](https://soldevelo.atlassian.net/servicedesk/customer/portal/2)** , or if you prefer a meeting you can book a **demo session with us [here](https://calendly.com/customer-care-xfk/worklogs-time-tracking-and-reports-demo)**.

Kind regards,  
Micha?  
SolDevelo Team

comments: author: Natalie Beiler
body: We use this and really appreciate all of the data we are able to gather. It is a great tool!

My one question is how do we find timers that are running that need to be stopped. Since we began to use time tracking we have all found timers that have been running for literally days. Is there a way to see all timers that are currently running?

If not, could someone please take this as a development request?

Thank you

Natalie


author: Micha? Kowalewski_SolDevelo
body: Hi [@Natalie Beiler](/t5/user/viewprofilepage/user-id/4683937)

We are very happy that you appreciate our tool! When it comes to your questions regarding the timer, kindly be informed that we do not have such an option in the app.

In our application, the time is always logged manually by the user via a modal that you can see below on the screenshot:

![obrazek.png](https://community.atlassian.com/t5/image/serverpage/image-id/348699i2C211F27ABA63B14/image-size/large?v=v2&px=999 "obrazek.png")

Perhaps the timers you mention belong to another application that you also use on your Jira instance? It is not excluded that both applications can run simultaneously at the same time.

Let me know if you have any additional questions. If you prefer you can also contact us via [customer portal.](https://soldevelo.atlassian.net/servicedesk/customer/portal/2) Always hapy to help!

Kind regards,  
Micha?  
SolDevelo Team


author: K_
body: Seems I have a lot of options to investigate. Thanks all.


author: Christopher Yen
body: Hi, correct me if my interpretation of your situation is wrong but my impression is that you may benefit from creating or utilizing a team field, and service field as well as utilizing the built in response and resolution SLAs capabilities. You can track the SLA performance based on a team or service field as well as building different queues to keep them separately managed.

The fields I mentioned help us drive reporting by team and service

![2024-07-09 17_02_59-Service Desk Overview - JIRA.png](https://community.atlassian.com/t5/image/serverpage/image-id/334476i6DAF58DB057FD601/image-size/large?v=v2&px=999 "2024-07-09 17_02_59-Service Desk Overview - JIRA.png")

comments: author: K_
body: Hi Christopher,

thanks the response. SLA reporting is not so much the issue in this instance. It's more an hours spent issue.

e.g. imagine one of the workstreams is a T\&M engagement, where you're required to report on hours spent.


author: Christopher Yen
body: Ah I see, my company uses an addon called Time in Status, some development teams like to exclude UAT from their development cycle time reports so they use the addon to track time for only certain statuses. Might be something worth looking into but it is a paid app I believe.

[https://marketplace.atlassian.com/apps/1219732/time-in-status?tab=overview\&hosting=cloud](https://marketplace.atlassian.com/apps/1219732/time-in-status?tab=overview&hosting=cloud)


author: K_
body: Thanks again. I'll take a look.


Tags: cloud

jira-service-management

jira-service-management-cloud