Jira : Mean Time to Resolution

Jira MTTR KPI is aimed to measure the Mean time to resolve incidents that occurs after changes. This KPI provides some supporting metrics along with the Mean Time to Resolve.

Total Incidents : For a selected time range, the total number of incidents that were created.

Resolved Incidents : Within the selected time range, the total number of incidents that were resolved. Currently this considers Jira Statuses that are ‘Done’, ‘Closed’ or ‘Resolved’.

Average MTTR : Currently in Hours, this is the average time taken to resolve the incidents within a selected time range. Between date x and y, the incidents that were resolved, resolution time that falls within x and y date is considered.

Min MTTR : In a selected time range, the minimum time it took to resolve an incident.

Max MTTR : In a selected time range, the maximum time it took to resolve an incident.

Apart from these, there are two charts depicting the trend on these incidents resolved.

Chart 1 : Shows up to most recent 15 resolved results, and the time taken to resolve them.

Chart 2 : Shows by severity the total number of incidents for each severity. This count includes incidents that aren’t resolved as well.

Settings :

Rename KPI : users are allowed to rename KPI to an appropriate name of their choice.

Tags : Tags can be applied to filter based on a specific project. These tags can be managed in Tags Management section that is a part of Settings.

Priorities : Severity levels of Incidents / Issues that user wants to filter by.

Projects : similar to tags, users can choose exact projects to work on the KPI.

Service Components : A standard field, used by all. To filter by specific applications / business units.

Team Name : To filter by teams, and view the results.

All filters are multi-select ones. Users can select multiple values for each filter to broaden the results.