Extracting data from Jira Service Desk - Issue with duration format

lemoi66 I'm not familiar with Jira, but if you connect to the CSV with, e.g. Power Query, you can at least make sure that the time references in it get transformed to proper time values, so that you can calculate duration. Your picture suggests that the column "Time to first response" actually contains texts.

Default Excel settings don't allow for negative time. You need to switch to the 1904 date system to do that. Don't ask why, but then you can work with negative time/duration (see picture below).

Once you have your Time texts transformed to proper Time values (i.e. numbers), you can use custom formatting to achieve the "simplified" format that you describe.

More about the 1904 date system in the link below:

https://docs.microsoft.com/en-us/office/troubleshoot/excel/1900-and-1904-date-system