Time to Resolution

Overview

Graphical representations help us to understand valuable and actionable information. Service management teams need to easily confirm whether they are meeting their organizations' service level agreements (SLAs), so they can act before any breach happens.

One key SLA is the time to resolution: How long it takes from the moment a request is logged in the system, until it is resolved.

This gadget displays the average time to resolution for all requests in a period of time. It involves all requests types in your service desk, and highlights the average time for all issues, and also for issues of the highest priority (or any other priority you decide to include).

You can also customize the color of the line segments for both, the line representing the issues with the selected priorities and the line for all the issues.

If you hover the graph series line, it indicates the average time to resolution for all issues for each day.

Open

Configuration

Name your gadget meaningfully, so everyone knows at a glance what it is about and when to use it. Fill out the rest of the fields as applicable, namely:

• The datasource, where Current indicates the Jira Service Management instance where the app is installed.

• Data based on either

  • The JQL (Jira Query Language) query or filter to filter the list of issues (see the JQL documentation). For example, to list all the issues of the project Teams in Space use the clause project = "TIS”. Remember that the gadget returns dynamically the query results, which are not fixed and could change over time.

  • Or the projects and queues where the data comes from, remember that SLAs (Time to Resolution) can be found in Service Desk projects.

• The priorities of the issues you want to differentiate from the rest of the issues.

• The color for the “All Issues” line and for the selected priorities line.

• The period of time you want to display in the time series of the graph.

• Finally, indicate if you want to use the current settings for all the compatible gadgets in the dashboard. This option eases the pain of configuring one by one the rest of the gadgets with the same default configuration

Integrations

We are working on our growing catalog of Dashboard Gadgets: KPIs and Metrics and Dashboard Integrations: Supported Products, but contact us you want us to expedite a specific one, visit our Help Center.

Dashboards

This gadget appears in the following dashboard: IT Service Management Team template. See

See also