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...
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Create user groups named Level 1 and Level 2 on your Jira system.
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Place users of support teams to the user group of appropriate level.
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Open Timepiece reporting page.
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Select the project in which the support issues reside (or set any other filter to get the issues to report on).
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Switch to GROUP DURATION report.
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Click on the Groups buttonSelect the groups Level 1 and Level 2. Click Apply.
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Select your business calendar if you defined one.
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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...
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Click on the List button in the toobar.
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Select Averages or Sum option.
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Add any fields to the list if you want to group your issues.
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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)
