View all open SM tickets in one dashboard

[Lindsey Jensen]

Our customer support team is looking for a way to track all open support tickets on one screen, without having to click into individual projects. Does anyone know how we can have a single point of view for all tickets across all of our projects in SM? 

My other thought is to set up a dashboard with gadgets to display this information. However, gadgets such as "Created vs Resolved Chart," "Issue Statistics," "Issues in progress," and others, will only show data for one project at a time, when we want to look across projects. Is there a way to make a gadget draw data from multiple projects?

Thank you!  

[Suzi Firth · Accepted solution]

Hi,

Yes can totally do this with a standard filter and dashboard, just make sure your filter doesn't include "Project" as a criteria.

As an example, I have a Closed All Time Filter. Normally I would define this by Project = IT Servicedesk so it doesn't include the Sample Space and another project that is closed, like so:

If I remove the Project = IT Servicedesk, it then shows me every project in our SM space.

Once the filter is saved, link your dashboard to the filter and it'll show like so:

Cheers,

Suzi

[Lindsey Jensen]

Thank you so much @Suzi Firth ! We're testing this now and will let you know how it goes :) . I appreciate your response with the detailed screenshots. 

[Lindsey Jensen]

Hi @Suzi Firth - I wanted to follow up and let you know that I used the filter that you shared, and it worked! Keeping this for future reference. Thanks again. 

[Suzi Firth]

Hi Lindsey,

You're welcome.

So much of the Jira documentation is just text without showing a screenshot of what screen you are meant to be changing and then seeing those changes applied which can be confusing and overwhelming. Personally, I like to see the corresponding screenshot of the explanation. Helps me understand technically and visually how the change affects the screen we look at.

Kind regards,

Suzi