Report showing issues

[Jeff McAhren]

What's the best way to generate a decent looking report of open issues from Service Desk?

I went into Reports, created a new report, and tried to add a Series, but really struggled.  It seems like the Series are all aggregates of measures, I couldn't figure out how to display details. 

I really just need need a list of issues (that match a certain criteria) on a report, or alternatively, maybe a list of issues exported to Excel where I could format from there (although it would be nice if I didn't have to do the manual exporting and reformatting).

I thought this would be pretty simple.

[Jack Brickey]

consider creating a Dashboard and use the Filter gadget. create the filter you want and apply it to gadget.

[Jeff McAhren]

I'll try that Jack.  Thanks.

Is there a way to print that nicely?  Can I have different dashboards for different queues?

[Jack Brickey]

you can create as many dashboards as you want but generally i put several gadgets on one board. as far as printing there isn't a "button" to do that but if you want you can screenshot and print. you can also create a wallboard to share. keep in mind that dashboards are meant to be dynamic and up-to-date so printing has little value IMO.

[Jeff McAhren]

> so printing has little value IMO

I get the sediment, but the executive business owners of the application I support (including our CFO) specifically want a printed report of open issues at our weekly status meeting. 

[Jack Brickey]

Understand completely. However, consider bringing the execs out of the 19th century and demo the power of Atlassian tools. For example use the dashboard with pie charts, created vs. resolved, etc to impress the execs. They generally eat that stuff up. Demo the real time nature of the data and the fact they can come to the dashboard at any time to get the current view.

with that said if you have confluence then you can create a weekly report that has embedded Jira gadgets that update when the page updates and you can export to PDF or word and print.

[Jeff McAhren]

I've pitched that.  They want paper, and TBH, there are many valid reasons.

Also.. licenses.  If 15 people might occasionally need to look at a list of what's open (or not), but they won't really use the app beyond that, it isn't very cost effective 

[Taranjeet Singh]

@Jeff McAhren You can create a saved filter in JIRA with your issues search criteria for your Service Desk project.

You can manually export list of issues displayed by your filter as a CSV from "Issue Navigator" in JIRA and share that CSV (after minor re-formatting) with your stakeholders.

https://confluence.atlassian.com/jiracorecloud/saving-your-search-as-a-filter-765593721.html

You can also set-up filter subscriptions for your filter to email the list of issues on a scheduled basis to your stakeholders' inboxes.

https://confluence.atlassian.com/jira064/receiving-search-results-via-email-720416706.html

[Jeff McAhren]

I tried this, but customer names in Jira show up as GUIDS, which is obviously not going to work (see screenshot).

Is there a way to make them show as the users names?  Maybe migrate all those customers to Jira users?  And if so, will that affect license cost?

It does show my agents proper names, just not the customers.

BTW, for now, I'm just copying the list in the browser from the queue view (html), then pasting it in Excel, then using a macro to format it.  So I have a workaround, but it would be more convenient to be able to just open the report at any given time.   Also, I added a field to the queue, which broke my macro, so that's a bummer.