How does the Service Management "Time to resolution" report work?

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Purpose

This is an explanation of how the "Time to resolution" (TTR) report in Service Management works

Solution

Each data point (dot) on the graph refers to the average time to resolution for all issues resolved on that particular day.

For example based on the above graph, the first data point above 0h for all issues (green) is on 14th of November with a value of 8h. This means that on 14th of November, all resolved issues has an average time to resolution of 8h. This can be in various scenarios such as below

  1. Only 1 issue resolved with TTR of 8h
  2. 2 issues resolved where the total TTR of these issues are 16h (eg. 8h/8h, 2h/14h, 10h/6h). 16h divided by 2 (issues) is 8h
  3. 3 issues resolved, where the total TTR of these issues are 24h (eg. 2h/2h/20h, 5h/5h/14h, 8h/10h/6h). 24h divided by 3 (issues) is 8h
  4. Basically, Y issues resolved where total TTR of these issues 8h x Y


To calculate the total average (29h for All issues, 56h for Blocker issues), please refer to the following article



Last modified on May 23, 2022

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