How to measure the time spent on multiple levels of support teams ?

Business need

Let's presume ...

You are using Jira for support operations.

You have multiple levels of support teams. If users in Level 1 cannot resolve an issue they escalate it to Level 2 and so on.

You need to see the duration issues spend on Level 1 and Level 2 teams.

Solution

The GROUP DURATION report type of Timepiece can be utilized for this purpose.

You should...

• Create user groups named Level 1 and Level 2 on your Jira system.
• Place users of support teams to the user group of appropriate level.
• Open Timepiece reporting page.
• Select the project in which the support issues reside (or set any other filter to get the issues to report on).
• Switch to GROUP DURATION report.
• Click on the Groups button
  • Select the groups Level 1 and Level 2. 
  • Click Apply.
• Select your business calendar if you defined one.
• Select the appropriate start and end dates.

The report will show how much time each issue spent assigned to a member of Level 1 and Level 2 in separate columns.

The duration issues were assigned to a user not a member of any of the selected groups will be shown as a separate column and the duration issue were unassigned will also be shown as a separate column.

If seeing the Average or Sum of these durations are more suitable to your needs you should...

• Click on the List button in the toobar.
• Select Averages or Sum option.
• Add any fields to the list if you want to group your issues. 
• Click Apply

(In this screenshot, you can see an Averages report where issues are grouped by the Year, Month and Week parts of Resolution Date)