Frequently Asked Questions



I'm a user of Time In Status for JIRA Cloud. But can't find its Gadget on the dashboard. How can I use it?

You need to update the add-on to the new version. Please go to Manage Apps and update your current version of Time in Status for Jira Cloud app.
If you need additional help, look at the instruction about how to update the add-on.

Can I export report data to an Excel file, and then, apply formulas to the time values?

Selecting Decimal formats during export enables using mathematical formulas and chart building in Excel or Google Spreadsheets.

Could you implement new features to the main functionality of the add-on?

Yes, we are open to creating custom reports. Describe the case and functionality you need and send it to us at support@saasjet.atlassian.net. We will get in touch with you and discuss all the details.

I came across your add-on and was wondering if there is a way to calculate the SLA of the tickets that are already closed in Jira Service Desk?

Use our "SLA Time and Report" add-on for this purpose.

Can I use your add-on for subtasks in Jira Cloud?

Yes, we support all types of tasks including subtasks.

Is your add-on compatible with Jira Service Desk to calculate the time in status?

Yes, add-on supports both Jira Cloud and Jira service desk status calculations.

Do you store customer data from the customer Atlassian instance?

We don’t store any customer data in our infrastructure excluding hashed user id and add-on configs.

We need it for proper monitoring of App. 

We want to provide access to this plugin to a limited set of people within our organization.
In this case, will pricing be applicable to the number of Jira accounts in our organization or to a limited set of people whom we want to provide this access?

According to Jira pricing, we’re unable to manage the price relative to the number of actual users. Atlassian offers discounts for the annual subscription, so you can pay less in such case.

Why can't I set status groups?

Pay attention to the type of report you have selected, because Status Groups are available only for a limited list of reports:

  • Time in status 

  • Average time

  • Status count

  • Time in status per date

You can manage the User Groups only by using the Assignee Time report.

Why I can view only the limited list of statuses at the column manager?

At the column manager settings, you can select only those statuses which are included in filters you have selected before (Project, Assignee, Sprint, etc.). So if you need to monitor time data about statuses that are not shown, select other option for issue list filtering.

We have noticed that when exporting the report to Excel, the Jira issues with no activity appear on a dash. Is there any way to configure the empty values to have “0” instead “-“? 

These signs have different meanings.
“0” means the issue has been staying in such status, but because of a short time (less 1 min), time is not specified and equal to 0.
“-“  means the issue has not been staying in this status, but it is included in the project flow.

Why can't I use a token you've sent me?

The main reason is that token hasn’t updated the license expiration date in time. So you need to do the following:

  • Click 'Stop trial' (unsubscribe from the addon);

  • Enter a token (the terms must be updated from the moment of entering a free token per month).

We have prepared a short video, which will help you to do the same. Enjoy watching! 



How to calculate price for the add-on?

Each tier (<10, <100u, etc) has its own price. 

When you calculate a price for a particular amount of users, you need to divide this number so that each part of it regards an exact tier. To calculate the price for your users (if there are more than 100), you need to calculate the price for each tier separately and sum them to get the final price. Look at the precise example in the picture above on how to get the necessary data. 

You can check if you have calculated correctly with the Atlassian calculator on the price page for any application. 

If you have additional questions regarding this case, please, contact Atlassian support.

If you need help or want to ask questions, please contact SaaSJet Support or email us at support@saasjet.atlassian.net

Haven't used this add-on yet, then try it now >>>