Understanding Time to Resolution Avg report: Custom Date Ranges vs. Past x Days Filters
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Purpose
The average resolution time report shows requests by their resolution time, sliced according to the period selected. The time it takes your team to resolve an issue can show trends in your team's efficiency.
Solution
The report shows the data below based on the time range selected.
For the custom date range filter:
Issues with both completed and ongoing SLAs are reflected.
For the rest of the filters such as "Past x days" filters:
Only issues with completed cycles will be reflected. The issues where SLA cycle is still running will not be considered.
For example, if the current time is 10:00 am on June 27th and a user selects "Past 7 days," the calculation in the backend will consider the date range from 10:00 am on June 27th to midnight on June 20th. During this calculation, ongoing SLAs will not be taken into account.
However, when using a custom date range such as June 20th to June 27th, the calculation will consider the date range from midnight on June 20th to 11:59 pm on June 27th, including all ongoing SLAs.
In the backend calculation, the resolutionStopTime for ongoing SLAs is considered to be the current time. Therefore, "Past 7 days" does not include ongoing SLAs, while custom filters do account for them.
Additional information:
How Resolution Time is Calculated
How to calculate Average Time to Resolution SLA for Service Management