When you use Issue History Collector (cloud), you can see a ticket duration on the Total Time in Status panel. This is a configurable metrics for you to track how long your tickets sit in the specific 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 two statuses to track combined time that a ticket is being worked on.
You can also set the SLAs for your teams, and if the SLA is breached, the duration in the Total Time in Status panel will turn red to indicate that a more urgent action might be needed.
Personalize your panel view
According to Atlassian there are two options for Total Time in Status panel display when you open a ticket:
- New display hides the panel, and you need to click on it to see the results as shown on the examples below.
- Old display makes the panel visible immediately. To enable this view, add ?oldIssueView=true to your URL. As a result, you will see the information on the ticket age without any additional clicks.
In Jira Software and Jira Core, you can define the way you want to display the panel in your profile settings:
- Go to Your profile and settings and select Personal settings.
- Toggle the switch for the New Jira issue view.
The selected display will be applied to all tickets that you view in Jira.