How to Calculate - How Often Customers are raising incident requests

[Monika Rani]

Hi Community Members,

I want to create a report where I can see - how often customers are raising incident request. 

Can any one suggest me something?

[Mehmet A _Bloompeak_ · Accepted solution]

Hi @Monika Rani ,

You can try Reports - Charts and Graphs for Jira Dashboard app developed by our team to create various reports, charts and graphs for your Jira projects.

• You can create custom, flexible and colorful bar charts and table views for any data you want/need. As data source, you can choose Projects or Saved Filters or Advanced (JQL).

• You can set X axis to be any parameter like Created(month), Assignee, Sprint, Fix Versions etc.
• You can set Y axis to be any parameter like number of issues, sum of remaining estimates, average of story points etc.
• You can group your data on any field(Sprint, Status, Assignee, Component, Project etc.) you want.
• You can choose various date ranges like All dates, Last year, Last 90 days, Last 30 days etc.
• You can modify existing Segments or add new segments.
• You can order the results by drag and drop.

Here is our live demo dashboard where you can see and modify sample reports and play with them. For your case, you can have a look at the Number of Issues by Created Month below.

For more detail, you can have a look at Reports - Charts and Graphs for Jira How to Videos and How to Create Custom and Flexible Reports, Charts and Graphs in Jira article.

If you are looking for a completely free solution, you can try the limited version Reports - Charts and Graphs for Jira Dashboard Free.

If you have any questions, feel free to schedule a demo with us.

Hope it helps.

[Trudy Claspill · Accepted solution]

Hello @Monika Rani 

Can you provide more information about what you want the output of this report to be?

You said "how often".

Do you want the report to tell you that new customer requests are being created at a rate of 1 every 10 minutes?

Are you using Jira Service Management or Jira (Software/Work Management) for your customer requests?

[Monika Rani]

Hi @Trudy Claspill  Thank you for your reply!

I am using Jira Service Management Cloud and want to check how often customers are raising incident request types in a week or month. You are right.

Like, I can check how often customers are facing issues in a week.

[Trudy Claspill]

Is it correct that you want to ...?

1. Get a total count of the incidents created over a time period.

2. Divide that count by the amount of time in that time period.

3. Get a final num that is 1 incident per unit of time.

If that is correct, what unit of time do you want to use; months, days, weeks, hours, minutes?

Do you want the time period to consider only the amount of time that you consider working time; i.e. 8 hours in a work day, 5 work days in a week?

[Monika Rani]

@Trudy Claspill Thank you for your help. I got the solution.

[Trudy Claspill]

Can you share with us the solution you're using, so we can learn from your experience?

[Gizem Gökçe _OBSS_]

Hello @Monika Rani ,

 Timepiece (formerly Time in Status) ,the oldest and leading "Time in Status" app in Atlassian Marketplace, which is developed by my team at OBSS, has a report type that will meet your need.  Our app is available for both Jira Cloud, and Data Center. 

Timepiece mainly allows you to see how much time each issue spent on each status or each assignee. However, it can be used by many other reports as well.

For all numeric report types, you can group the issues by their certain fields you select.

As you can see from the example below if you group your issues by their created week you can see the number of issues raised on that week.

If you want something more detailed. You can add the reporter in to the grouping fields and see the total num of incidents created per reporter.

The app calculates its reports using already existing Jira issue histories so when you install the app, you don't need to add anything to your issue workflows and you can get reports on your past issues as well.

Visit Timepiece (formerly Time in Status) to explore and enjoy a 30-day free trial to experience the full range of features.

If you wish, you can also schedule a live demo. We will provide a comprehensive overview of the application and address any inquiries you may have.

Hope it helps,

Gizem

[Danut M _StonikByte_]

Hi @Monika Rani,

You could use the Recently Created Chart gadget of Jira to see how many issues were reported every week or month.

Unfortunately this gadget does not display the average. If you also need the average, my advice is to search on Atlassian Marketplace for an app that provides this info. 

If you consider the option of using an app, be aware that our Great Gadgets app offers a Pivot Table & Pivot Chart gadget that can tell you the number of issues reported and the average, as in this example.

In this example you can see that overall reporting ratio is 23.33 issues / per month. And you can have that ration displayed for each project (or any other criteria).   

Danut