How to automatically generate a monthly report for a client

[Vladimir Matveev]

How to automatically generate a monthly report for a client, which should contain the following information about each ticket:
1) the Ticket reference number,
2) the Ticket title,
3) the Ticket severity level,
4) the Ticket current status,
5) the Ticket date and time,
6) the Ticket actual initial response time,,
7) the Ticket actual resolution time .

[Florian]

- Create a filter (top menu “issues”) that lists all your issues. 

- Save the filter

- subscribe the filter, so you will get a periodical email

- forward the mail to your customer

If your customer has access to your system you can share the filter so that the customer can subscribe the filter. In this case you don’t have to relay the mail manually. If the customer does have no access and you want fully automation you can create a dummy user with the customers mail address. Then login with this dummy user and subscribe. 

[Vladimir Matveev]

Hi Florian!

The filter does not provide information about the exact time when these events occurred ( the Ticket date and time,
 the Ticket actual initial response time,,
 the Ticket actual resolution time .).

[Zoryana Bohutska _SaaSJet_]

Hi @Vladimir Matveev 

Also, you can consider SLA Time and Report. This app lets you configure any type of SLA timer (for response and resolution). And then you will be able to track SLA time (for example, response and resolution time) for each issue on SLA report. At this report, you can customize columns depending on the fields it has (ticket`s title, severity level, current status etc.)

Hope it helps

Zoryana

[Vladimir Matveev]

Thank you, Zoryana!
But  SLA Time and Report  is not what I need at all:

both in this application and in the Time In SLA, the SLA settings differ from those on the Service desks.
In my opinion, the service desks have the most convenient SLA settings, which allow the same SLA function (for example - Initial Response Time) to be configured depending on the priority level of each specific ticket and, for example, depending on the name of the organization.

To generate any report in applicatoins "Time In SLA" or in "SLA Time and Report" about the events that occurred on the service desk, I cannot use the SLA's that are already installed on the service desk, but I have to configure them in these applications again. It is very uncomfortable.

[Vladimir Matveev]

Ultimately I need to get something like this report:

[Zoryana Bohutska _SaaSJet_]

Hi @Vladimir Matveev 

Have you tried SLA Time and Report? It 

It has such flexible start/stop conditions as JDS (according to your projects issue fields). So SLA Timer can be configured depending on the priority level of each specific ticket and the name of the organization (if it is mentioned in each ticket as a custom field)

If you need help with add-on setting, you can request for a demo call.

Hope it helps

[Evan Golden {VisualScript}]

Vladimir, 

How many tickets would there be on average per report?  Are you looking for a specific format?  Specific file type?

Best

Evan

[Vladimir Matveev]

Hi Evan!

1. Why is the number of tickets important to you? We will assume that they are enough in order not to create a report manually ...
2. Excel format is quite satisfactory.

[Gökçe Gürsel {Appfire}]

Hi @Vladimir Matveev

For actual initial response time and actual resolution time, you can try Time to SLA app.

With Time to SLA, you can create detailed reports including elapsed time and remaining time until initial response or resolution, AND start/end and target dates for initial response or resolution. You can save this configuration and use the saved config to send periodic reports to your customers.

You can also customize your definition of initial response time and resolution time according to the operations of your customers so that the quality of your service is better reflected.

Also, you can set custom notifiers or global notifiers so that you can stay on top of your SLAs and better your response and resolution times.

Please note that I'm one of the folks behind Time to SLA, there might be other solutions out there and I might not be impartial.

Let me know if you have further questions.

Cheers,

Gökçe

[Vladimir Matveev]

Hi Gökçe !
I installed myself a trial "Time to SLA", tried to get the reports I needed and ran into the problem.  Under the terms of contract with the customer, we have 2 different SLA:
- Initial Response Time (SLA 1)
- Targeted Time to Resolution or workaround (SLA 2)

I had no problem getting a detailed report on SLA1

(SLA 1 configuration :
Name;
Priority: High;
SLA Start - Date field: Jira Field Created;
SLA End - Comment;
SLA Goal - Duration: 30m;
Calendar: 7x24;
Calculation Method : Only First Cycle;
JQL: "Organizations = "ABC" AND priority = High")

 But I could not get the report on SLA 2 - it was not formed ...

(SLA 2 configuration :
Name;
Priority: High;
SLA Start - Status : Backlog;
SLA End - Status: Canceled, Done, Resolved;
SLA Goal - Duration: 4 h;
Calendar: 7x24;
Calculation Method : Largest Span;
JQL: "Organizations = "ABC" AND priority = High")

Can you explain to me why the report on SLA 2 ?

Best Regards,

Vladimir.

[Gökçe Gürsel {Appfire}]

Hi Vladmir,

Thank you for installing Time to SLA. 

For of all, you don't need to put priority as a JQL condition since you've already populated priority field.

Did you regenerate the SLAs for your projects or issuetypes?

We can schedule a quick demo session to discuss these. Could you open a support request HERE ?

Thank you!

Gokce