Starting with v2.1.0 we have completely overhauled the app settings in Issue History Collector, and now everything is conveniently organized on a single Configuration page which now also includes setting for the working hours of your team.

This article describes how to configure Issue History Collector so that you can:

  • View ticket statistics in the tabs and reports
  • View ticket age for the specified statuses in a special custom field
  • Calculate only relevant time with the customizable team calendars

Configuring projects to capture ticket age statistics

You might want to collect ticket age for certain projects only and not apply this across the whole Jira in your organization. Here’s how:

  1. Go to Jira Administration > Manage apps, and click Issue History Collector Configuration.
  2. Select Jira projects where you want to capture ticket statistics. These could be both Jira Software and Jira Service Desk projects.

Once you select them, you will have two statistics tabs in a ticket – User/Status Statistics and Status/User Statistics and view two ticket statistics reports.

You can also configure a Total Time in Status custom field for these projects so that you can see how long the tickets have been in the particular statuses.

Adding and configuring a custom field to show ticket age

Total Time in Status – is a calculated custom field that shows how long a ticket has been in a particular status or several specified statuses. For example, you have “Triage”, “Fixing”, and “Closed” statuses for your support team. You can opt to track how long your tickets are sitting in triage or select the first two statuses to display the combined time that a ticket is being worked on until it’s closed.

  1. Add the Total Time in Status (TTIS) custom field.
    1. Log into your Jira as Admin.
    2. Go to Administration > Issues > Custom Fields > Add custom field, and select Total Time in Status from the list and click Next.
    3. Give a name and description for the field and click Create.
    4. Check Issue screens you want your field to be reflected in and click Update.
  2. (Optional) Configure the time format for the created field. this might be helpful if you want to export data and then sort by the values in this field in the CSV file for instance.
    1. In the cogwheel for the field, click Configure.
    2. Click Edit Time In Status Configuration in the cogwheel menu.
    3. Select time format and click Save.
  3. Configure statuses for the TTIS custom field.
    1. Go to Jira Administration > Manage apps, and click Configuration for the ISSUE HISTORY COLLECTOR section.
    2. In the Total Time in Status custom field section, click the cogwheel icon in the Actions column, and select statuses to calculate the total time spent. Make sure that you already have configured the projects where you want to capture ticket statistics. This is necessary for both adding the TTIS field to such projects and for convenience. You don’t want to have all 300+ statuses in your Jira available here so we limited them to display only those statuses that are present in the selected projects.
  4. (Optional) Configure SLA for the TTIS field. There is also an option to highlight the field value if ticket age exceeds the specified threshold or SLA. Enter your threshold in minutes to the SLA field. The field value will be shown in green, and if / when the threshold is exceeded, the value in the field will show up in red.

Now the custom field is available in your issue view screen and in the issue navigator and will show the total ticket age for the statuses that you specified.


Configuring working hours

This functionality is available in versions 2.1.0 and above.

If your team is not working 24/7 you might want to calculate only their working hours and exclude weekends. You can set up a single calendar to be applied to all configured projects or specify custom working hours for each project individually.

  1. Log into your Jira as Admin.
  2. Go to Administration > Manage apps and click Configuration in the ISSUE HISTORY COLLECTOR section.
  3. Do one of the following:
    1. To specify working hours across all configured projects (selected in the Projects section), click Settings.
    2. To specify working hours for each project individually, select that project, and click Add. A team calendar for that project will be created. Click Settings to configure working hours for a particular project.
  4. Use the Time Zone selection to define the timezone for the calendar.
  5. Use the Working Days section to define working days and hours for your team.
  6. Use the Non-Working Days section to define non-working days for your team.

As a result, the Total Time in Status field will not be calculated for off-hours that you specify, so you will get correct metrics for the actual ticket age.


Check out these articles to add more Issue History Collector functionality to your Jira instance:

Tagged with: , , , , , , , ,

Categorized in: , , , , , ,