The difference between "resolution time" and "time-to-resolution" in JSM
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
In Jira Service Management Cloud, project reports regarding the “Time to Resolution“ don’t match the information coming from the dashboard gadget of the “Resolution time gadget.” There’s a good reason for this. In this article, we will explain why there’s a difference.
Solution
The difference between the results coming from these two sources is the way they have been calculated.
Time to Resolution Report (Service Project Report)
The "Time to resolution" report is based on the Time to resolution SLA configured in your JSM project. This SLA can be customized to:
Start and stop based on specific workflow events (e.g., from issue creation to resolution set).
Exclude non-working hours (if using a business calendar, e.g., 9–5, Mon–Fri).
Pause during certain statuses (e.g., "Waiting for Customer").
How this report is calculated
For each resolved issue, it calculates the SLA time (according to your SLA calendar and conditions).
Each data point on the report (e.g., each day) shows the average SLA time to resolution for all issues resolved on that day.
If using a business calendar, only working hours are counted; if 24/7, all elapsed time is counted.
The calculation can include or exclude ongoing SLAs depending on the filter used (custom date range vs. "past X days").
Formula:
For 24/7 calendar:
Average TTR = (Sum of SLA times for all resolved issues) / (Number of resolved issues)For business hours: Non-working hours are omitted from the calculation.
Special features:
Honors SLA pauses, goals, and custom calendars.
Can show breached vs. met SLAs, % met, etc.
Resolution Time Gadget (Dashboard Gadget)
The "Resolution Time" gadget calculates the raw elapsed time between the issue’s Created date and its Resolution date (i.e., when the Resolution field is set).
How this gadget calculates
For each resolved issue, it simply subtracts the Created date from the latest Resolution date.
Each bar in the gadget shows the average raw resolution time for issues resolved in that period (e.g., per day, week, etc.).
There is no consideration for business hours, SLA pauses, or custom calendars—it’s always total elapsed time, 24/7.
Formula:
Average Resolution Time = (Sum of (Resolution date - Created date) for all resolved issues) / (Number of resolved issues)
Special features:
Does not distinguish between SLA met/breached.
Does not pause for waiting statuses or exclude non-working hours.
Fractions of days are truncated (e.g., 1.7 days becomes 1 day).
Key Differences Table
Aspect | Time to Resolution Report (SLA) | Resolution Time Gadget (Dashboard) |
|---|---|---|
Basis | SLA configuration (customizable) | Raw issue fields (Created, Resolution) |
Calendar | Honors business hours, custom calendars | Always 24/7 elapsed time |
Pauses/Exclusions | Can pause for statuses (e.g., waiting) | No pauses; counts all elapsed time |
Start/Stop Events | Customizable (e.g., creation, resolved) | Always Created → Resolution |
Breached/Met SLAs | Can show breached/met, % met | Not shown |
Ongoing Issues | Can include/exclude ongoing SLAs | Only resolved issues included |
Use Case | SLA performance, compliance | General trend of how long issues take |
Both tools can be used to track information based on your business needs. With the information above, you can use the “Resolution Time gadget“ for broader tracking that doesn’t require specific calendar or business hour limitations.
Meanwhile, the service project report of “Time to Resolution“ can be utilized for more detailed SLA goals and tracking your work items that follow these goals.
For any further questions, please contact Atlassian cloud support here.
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