Missing option in Dashboard for Service Desk Created Issues

[Jeremiah]

I seem to be missing an option when creating a dashboard gadget. I have 4 service management projects and when adding a Service project report gadget, there's a dropdown indicating the report type. 

You'll see in one service management project I have Average time spent and Created options.

Then, in my IT Service Management project I don't have those options but there are a lot more related to SLA and Time to Resolution.

I have SLA turned off on all service management projects. I want just the created report type for the IT Service Management. 

What am I doing wrong or how can I make this gadget appear like the rest?

[Mikael Sandberg · Accepted solution]

The reports available out-of-the-box depends on what project template you used when you created the project. As you have discovered your ITSM project has different reports from your other projects. You can always create a new report if you go to the project and under Reports select New report. Check out this KB for more information.

[Vitalii_Bobak_SaaSJet]

Hi @Jeremiah 👋 and everyone who is looking for a solution.

If you’re looking for an easy way to standardize and enhance reporting across all service projects, the Time Metrics Tracker add-on can be option for you. 

Time Metrics Tracker allows you to track key metrics between statuses like SLA, Time to Resolution and also Average Time Spent across projects—regardless of project-specific configurations.

Here’s how it can help:

1. Historical SLA Data: add-on allows you to calculate and review time metrics for historic issues, regardless of SLA changes. This is particularly useful if you want to analyze trends before and after adjustments.

2. Customizable Reports: You can create custom time metrics like “Time to First Response” or “Resolution Time” and compare breached vs. non-breached issues over time.

3. Dashboard Integration: Time Metrics Tracker has own dashboards, providing gadgets that show visualizations of your time metrics. This makes it easier to track SLA compliance and optimize team performance.

4. Exportable Data: Easily export data in Excel/CSV formats to share insights with your team or stakeholders.

Add-on developed by my team.

If you’re looking to dive deeper into customizing reports for specific scenarios like this, feel free to  book a live session — I’d be happy to help!

I hope you find this helpful 🚀

[Jeremiah]

Hot dog! I didn't know I could create custom reports that are selectable in the dashboards. Thank you!