How can I easily measure escalation of issues?

[Ed Schriger]

I am trying to figure out how many of my JIRA issues are resolved without escalation.

I assume I can use the assignment value to determine

1. whether the person I assigned the issue was able to resolve without escalation

2. how many touches it requires to resolve issues (of different types)

[Jobin Kuruvilla [Adaptavist]]

Something like this?

assignee = "xyz" AND resolution is not NULL AND status WAS NOT "Escalated"

Change the status name as appropriate!

[Ed Schriger]

Jobin, you are suggesting we add an escalated status to the standard workflow.

But that is not really a "status" per se - it is more like an attribute of "In Progress" (like a resolution).

We are trying to measure hand offs and first touch.

On a per ticket basis, we can review the transitions and assignment changes, but we are struggling with how to aggregate this information up by Assignee or Team.

For example for a given assignee, I want to see how many issues of <Issue Type> that person can resolve without assigning it to another person. What percentage of issues by project, etc.

[Jobin Kuruvilla [Adaptavist]]

I see! So you want to find issues where assignee is not changed? Is the assignment done during creation or you use the assign operation to assign the issue to someone initially?

[Ed Schriger]

For the issue type I am most concerned about, it is done during creation.

And the reporter is generally responsible for resolution of that issue.

[Jobin Kuruvilla [Adaptavist]]

I don't know about a generic JQL to do this. You can find out issues where assignee was changed from a given user to another given user like this:

assignee changed from "xyz" to "abc"