Creating custom report types

[Jeferson Carlos dos Santos]

Hi guys, could you help me please?
I have a project in Jira Service Management that has 5 employees and I want to create a report where I can see the number of tickets per employee, so I can see the individual performance of each employee, looking at who had more tickets resolved, who had fewer tickets resolved.
My tickets have a field called "Complexity" which has the options: Advanced, Moderate, Simple. It is through them that we can know whether a ticket is at an advanced, medium or low level.
I would like to know if I can create a report where I can see when tickets of each type were resolved by an employee.
I'm new to Jira and I was looking at how to work with the reports but I couldn't put together something that would reach these two ideas that I need.
Could you help me with this?

[Jack Brickey · Accepted solution]

There are all sorts of gadgets, and reports that you could consider here. You might want to simply create a dashboard and use pie charts, two dimensional, gadgets, issue, statistics, gadget, etc. You would then create individual filters such as below.

let's say that you want to create dashboard that looks at the previous weeks resolved issues....

project = abc and assignee = Fred and resolved >= startofweek(-1) and resolved < startofweek()

you would create one of those filters for each of your five agents and then associate the filter with the desired gadgets.

if you give me a bit more information about what you would like to see I might be able to give you a more specific answer on how I would approach it. However, the best way to figure this out is to simply get in there and play with it as it will lead you to the solution that works best for you. Here is a link to understanding dashboards if you like - add-and-customize-gadgets 

[Jeferson Carlos dos Santos]

Hi @Jack Brickey 

Okay, I'll try to give you more details on the report that I need to see.
I need to be able to measure the individual performance of the 5 employees every month. I want to know how they are doing in relation to the quantity, complexity and SLA of the tickets they have.
All my tickets that are opened by the customer have a personalized field called "Complexity", and there are 3 level options: "Advanced", "Moderate", "Simple".
And my response time SLA is triggered through each option like this. So for example: Advanced Complexity, my SLA is 8h, Moderate Complexity, my SLA is 4h and Simple Complexity, my SLA is 2h.
If there is anything else you need that I forgot, just let me know.

[Jack Brickey]

Before I offer a specific solution I feel compelled to share my thoughts on trying to Measure performance based on quantity and a subjective complexity. Basically that is conceptually flawed in my opinion. But then again that is none of my business! ;-)

I would use a two-dimensional gadget to illustrate the quantity of issues resolved of each complexity for each person.

• create and save a filter that captures resolved issues in the previous month - project = abc and complexity is not empty and resolved >= startofmonth(-1) and resolved < startofmonth()
• add a 2D gadget to your dashboard and associate the aforementioned filter
• set the y-axis to Assignee and x-axis to Complexity

I would next use a two-dimensional gadget to illustrate the Number of issues breaching the SLAs by agent. 

• create and save a filter that captures resolved issues in the previous month that  breached - project = abc and complexity is not empty and resolved >= startofmonth(-1) and resolved < startofmonth() and "Time to resolution" = breached()
• add a 2D gadget to your dashboard and associate the aforementioned filter
• set the y-axis to Assignee and x-axis to Complexity

I hope that helps!

[Jeferson Carlos dos Santos]

@Jack Brickey  

It worked, that's exactly what I needed, thank you very much!
Another question, I tried to modify the view of the panel for other people but it gives an error stating that I don't have permission, I tried looking in the project settings to activate it but I couldn't find it, would you know where this activation is so I can share the panel with other people?

And I appreciate your thoughts and I would like to know in your opinion what would be the best approach in this case ( measure performance based on quantity and subjective complexity)?

[Jack Brickey]

It could be that the Admin has restricted who can share filters/dashboard. The below image is from

 https://xxxxxxx.atlassian.net/secure/admin/GlobalPermissions!default.jspa

where xxxxxxx is your instance. If that is the case you need to discuss with your admin to get permissions or have them create/manage the filters and dashboard.

I don't think I can give a reasonable solution without really knowing your organization. The one key bit is to ensure your Complexity is as objective as possible. The other question to consider is whether you expect the same amount of effort/performance from each agent. if not you need a "handicap" to factor into ypur assessment.

[Jeferson Carlos dos Santos]

Perfect, I got access to sharing the panel for other people like you said, thank you very much for all your help and advice!

[Rebekka Heilmann (viadee) · Accepted solution]

Hi @Jeferson Carlos dos Santos 

You can use the Dashboard feature for Reports like that. The Report feature within JSM is restricted on Service KPIs.

I would suggest using the Two Dimensional Filter Statistics. You first need to create a filter first, that would probably look something like:

project = MyJSMProject and resolved >= -30d

That would show all unresolved issues/requests from the last 30 Days. You then set the X and Y Axis to Assignee and Complexity. -> Assuming the last Assignee is the one that resolved the issue.

It looks something like this:

Work with dashboards in Jira Cloud | Jira Software Cloud | Atlassian Support

[Jeferson Carlos dos Santos]

Hi @Rebekka Heilmann _viadee_ 

Hi,
How do I create this filter? Is it within the Two Dimensional Filter Statistics itself?
Can you help me with this please? The key of my project is QTHD

[Jeferson Carlos dos Santos]

@Rebekka Heilmann _viadee_  

I found where the filters are created! Thanks! I'll try to do it the way you said