Tracking Resolution Time in Jira

📝 Context: A team struggling with timely issue resolution, facing challenges in monitoring the efficiency of resolving tasks, leading to missed deadlines and decreased productivity.

🤔 User Problem: When there are many unresolved issues, managing your team’s resolution time becomes difficult. Without a proper solution to track how long it takes to resolve issues, it’s challenging to optimize performance and ensure deadlines are met. So, what do you need? A system that allows you to monitor how efficiently your team is resolving tasks. And that’s where Resolution Time tracking comes in!

Before we dive in, let’s clarify what Resolution Time means.

Resolution Time refers to the period from the moment an issue is assigned to a team member until it’s fully resolved. This metric is critical in tracking the overall efficiency of your team’s issue-solving process.

💡 Solution: Time Between Statuses makes calculating Resolution Time seamless by tracking how long it takes to move an issue from an open status to a closed or resolved status.

How to configure it?

Click on the Time metrics button and choose Create Time metrics

Set start/stop and pause statuses for calculation. For example, you can choose "Waiting for Support" as the start status and "Resolved" or "Closed" as the stop status. This defines the beginning and end of Resolution Time. Optionally, configure pause statuses like "On Hold" or "Pending" if you need to pause the clock while waiting for external inputs or approvals.
Set up first/last transition to/from statuses to get more granular data on when an issue was first assigned or when the resolution process ended.
You can also configure Warning and Critical limits to receive notifications if a task takes too long to resolve. The app will send automated emails if the set limits are exceeded, ensuring issues are addressed promptly.

After the necessary setting, you will be able to view Resolution time on the grid.

Additionally, you can customize your reports by adjusting the app interface fields. Such as:

Type of Project;
Date range;
Time Format;
Multi Calendar (to configure non-working hours and different calendars).

At the Issue View Panel, you can visualize transition time for a specific issue (including time metrics).

📈 Outcomes: You can closely monitor how long it takes to resolve tasks, identify bottlenecks, and optimize your team’s resolution process. Additionally, the data can be exported to Excel or Google Sheets for deeper analysis or sharing with stakeholders. This ensures your team maintains efficiency and meets project deadlines.

If you need help or want to ask questions, please contact SaaSJet Support or email us at support@saasjet.atlassian.net

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