One of the most popular metrics from a service delivery perspective is understanding how long it takes for things to happen. Measuring pick-up times for tickets or how long it takes to restore a service are commonly requested metrics for service-oriented teams.

With "Average Duration" you can calculate the average duration from a start point and a defined end point in your ticket data. This makes it incredibly simple to set up metrics like MTTR based on ticket data.

We support the standard date fields available in Jira by default but you can easily create a new one that can then be gathered in Plandek.


Use Jira Automation to automatically populate the date field on a ticket when a specific event happens. Learn more about Jira Automation here.

Popular Configurations

MTTR - The average time it takes to recover from a product or system failure. This can easily be configured in this metric by setting the start time from when the ticket was created to when it was deployed.

Pick Up Times - The average time it takes for a ticket to be looked at from when it was created.

Lead time for changes - The average time it takes from the first commit until changes are deployed into Production.

Custom Field Support

This metric can be configured using any custom date fields you have in your Jira/Azure instance, so ensure that the field you are looking for has been added as part of the custom fields configuration.

Step 1 - Configuring date fields

The metric has some standard date fields available to use but you can also add any custom date fields from your Jira/Azure instance. To do this go to custom fields in the Data Connections section (you need to be an admin user to access this) and add the date field. They must be added as a date/time type in order to work.

Step 2 - Setting up Average Duration

1) Click "add a metric" in the top right by the date picker. Under Delivery, select Average Duration.

2) Once it's on your dashboard, open the metric by clicking Explore, and then go into the metric settings on the right side.

3) The metric will initially load based on days, but if you would like to change the units of duration you can do so here.

4) Now you must select the start and end time that you want to measure the average duration for. The fields available are based on your Jira/Ado set up so if you can't find a date field you are looking for contact an admin and get it added.

Did this answer your question?