Resolved by Resolver Group Solutions

[Raheem Pillay]

Hello,

I’m looking for advice on how to report on a metric I’ve been asked to produce: “Tickets Resolved Monthly by Resolver Group, split by Incidents and Requests.”

The stakeholder wants to see the number of tickets each resolver group resolves per month.

The challenge I’m running into is with the native JSM dashboard gadgets. They don’t appear to support:

• Displaying multiple resolver groups as separate lines on a single graph.

• Having a dynamic filter where the stakeholder can select a resolver group and see the monthly resolved tickets update accordingly.

One alternative I explored was using the Reports section and creating a line chart series for each resolver group using filters. While this technically works, we currently have around 20 resolver groups, which would mean either:

• Creating ~20 series in a single report, or

• Creating multiple reports for each resolver group.

Neither option feels scalable or maintainable.

Ideally, I’d like to display a monthly resolved ticket trend (line or bar chart) and allow the stakeholder to filter by resolver group when needed.

Has anyone implemented something similar in Jira Service Management, or is there a better approach to achieve this?

[Marc -Devoteam- · Accepted solution]

Hi @Raheem Pillay 

This is not an option ootb.

You would need to revert to 3rd party apps to extend dashboard gadgets to achieve this, or to a BI application.

As your question is more BI related. Jira is not a BI application.

So you could use the API to get all required issues and it's data and use this in a BI tool to create a report for your stakeholders.

[Raheem Pillay]

Hi @Marc -Devoteam- 

Thanks for getting back to me. I had a feeling we may have to look to a 3rd party app.

Do you have any recommendations? 

[Marc -Devoteam-]

Hi @Raheem Pillay 

You can look at:

• Custom Charts
• Dashboard Hub
• Reports - Charts and Graphs
• Rich Filters

[Zane eazyBI Support]

Hi @Raheem Pillay

As you are looking for 3rd party apps, consider eazyBI (https://marketplace.atlassian.com/apps/1211051/eazybi-for-jira-reports-charts-and-dashboards), which is a business intelligence tool with native integration for Jira, including Jira Service Management and Assets.

eazyBI imports Jira data (SLA rules, custom fields, software fields, worklogs) and lets you slice and dice it by dimensions like assignee, team, user group, or custom fields. You can then visualize the results as charts or tables and publish them to Jira dashboards as gadgets.

For example, here is a straightforward report showing resolved issues over time and split by the user group of the assigned person. You can add page filters that let users specify filter criteria for the report.


You can see more samples here:

• Issue analytics for any Jira project: https://eazybi.com/accounts/1000/dashboards/
• Service Level Agreement (SLA) reporting in JSM projects: https://eazybi.com/accounts/1001/dashboards/

Best,
Zane / Support@eazyBI.com