Special reports and KPIs for service desk

[Borgnis Cristina]

Hi,

We are using service desk cloud version but we need to have more capabilities regarding reports creation and management.
I need for example to be able to retreive the following information, mabe have them in the same dashboard:
* % of solved incidents vs reported incidents
* % Average of critical incidents per year
* Average time between incidents for a customer (days without incidents)
* % of issues with correct severity classification
* Average days’ deviation: date proposed by resolution plan vs real resolution time

Could you please let me know if I could be able to have these information and how?
Thank you

[Daina Tupule eazyBI]

eazyBI provides an extensive reporting over Jira default data and custom fields. Here is a Project overview dashboard on our demo account with some sample reports over default Jira fields for created and resolved issues. Check out other dashboards and reports there as well.

eazyBI supports custom KPI calculations as well. You can try it out and reach to eazyBI support if you struggle with any calculation.

Daina / support@eazybi.com

[Borgnis Cristina]

thank you for you information. I already installed your plugin and I'm playing with it.

I think I'll contact your support to ask you for custom KPIs but before I need to learn more about it and read some documentation. :-)

[Jack Brickey]

@Borgnis Cristina, I assume you have created a dashboard and tried out the available gadgets? while you may not be able to get precisely what you are wanting OOTB there are several that should get you close: Created vs. Resolved, Pie charts of open vs. done, two-dimensional chart showing the years on the Y-axis, etc.

You can also check some of the charting addons, e.g. EasyBI which should be able to achieve your more precise goals.