Configuring Issue History Collector

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 specified statuses in a custom field

• Calculate only relevant time using customizable team calendars

Starting with v2.1.0, all settings are conveniently organized on a single Configuration page, including working-hours settings for your team.

Configuring projects to capture ticket age statistics

You can collect ticket age for specific projects rather than across all of Jira. To do this:

1. Go to Jira Administration > Manage apps and click Issue History Collector > Configuration.

2. Select the Jira projects where you want to capture ticket statistics. These can be Jira Software or Jira Service Management projects.
   
   

   Open

   

Once you select projects, two statistics tabs become available on each ticket — User/Status Statistics and Status/User Statistics — along with two project-level reports.

You can also configure a Total Time in Status custom field for these projects to see how long tickets have been in specified statuses.

Adding and configuring a custom field to show ticket age

The Total Time in Status (TTiS) custom field displays how long a ticket has been in specified statuses. For example, you can track time in "Triage" only, or select multiple statuses to show combined time in active work.

1. Add the TTiS custom field:

   1. Log into Jira as Admin.

   2. Go to Administration > Issues > Custom Fields > Add custom field, select Total Time in Status, and click Next.

   3. Give the field a name and description, then click Create.

   4. Select the issue screens you want the field to appear on and click Update.

2. (Optional) Configure the time format for the field — useful if you plan to export data and sort by value in a CSV or Excel file:

   1. Click the cog icon next to the field and select Configure.
      
      

      Open

      

   2. Click Edit Time In Status Configuration.

   3. Select a time format and click Save.
      
      

      Open

      

3. Configure statuses for the TTiS custom field:

   1. Go to Administration > Manage apps > Configuration in the Issue History Collector section.

   2. In the Total Time in Status custom field section, click the cog icon in the Actions column and select the statuses to track. Only statuses present in your selected projects are shown.
      
      

      Open

      

4. (Optional) Configure an SLA threshold for the field. Enter the threshold in minutes. The field displays green when within the threshold and red when exceeded.
   
   

The custom field is now available in the issue view and issue navigator, and shows the total ticket age for the statuses you specified.

Configuring working hours

If your team doesn't work 24/7, you can exclude off-hours and weekends from time calculations. You can set a single calendar across all configured projects or specify custom working hours per project.

1. Log into 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 set working hours across all configured projects, click Settings.

   2. To set working hours per project, select the project, click Add, then click Settings to configure hours for that project specifically.

4. Use the Time Zone field to set the calendar's timezone.

5. In the Working Days section, define the team's working days and hours.
   
   
   

   Open

   

6. In the Non-Working Days section, define any non-working days (for example, public holidays).
   
   

   Open

   

The Total Time in Status field will now exclude off-hours from its calculations, giving you accurate metrics for actual ticket age.

See also

• Using statistics tabs

• Using issue history reports