JQL query/report help

[Kara Taylor]

A workflow we commonly use on our team is that issues transition through from "reported" to "waiting for customer" (when we need more info) to "in progress" (with some steps in between) and  sometimes they have to transition back to "waiting for customer"  if / when 'more information' is needed. 

I am trying to find a way to create a filter/dashboard that shows how many times a given issues in each 'transition' or 'state' before it is resolved and for how long it is in that state.  

The sample workflow would look something like this: issue is created, and then moves to acknowledged, issue then moves to 'waiting for customer' as it needs more info.  We get the info and move the ticket to 'in progress' and then a new question comes up and the ticket moves back to 'waiting for customer'. Then we get that info and move it back to in progress and then complete the work and mark the issue as done.  I would like to run a report that shows those 'transitions'.  Any help would be greatly appreciated!

[Kristján Geir Mathiesen · Accepted solution]

Actually @Kara Taylor , I was just prompted that a Jira Automation rule can handle this. Create a rule that:

• is triggered by issue update (status change and qualify according to your statuses that you want to count). You might want to narrow down to a certain project or issue type, whatever your use case is.
• has action to increment a custom field "Handoff Count" up +1 like so

This way you can get the count.

HTH,
KGM 

[Dave Liao]

The custom field could have any name, of course! I'm not certain if the field needs to be of a Number type, but the linked thread that KGM added should help! 🙌

[Kristján Geir Mathiesen]

Good catch @Dave Liao  That name I provided is just a suggestion. And your solution might also require couple of "counting" fields.

Best of luck!
KGM

[Kristján Geir Mathiesen]

Hi @Kara Taylor and welcome.

This is not a out of the box functionality in Jira. You will need a 3rd party app to get this info. Look on the Atlassian Marketplace and see what is available and fits your use case and particular needs. This one here might be a good starting point.

HTH,
KGM

[Bill Sheboy]

Hi @Kara Taylor -- Welcome to the Atlassian Community!

This gap in basic, process analysis functionality has long been missing from Jira...especially for teams using Kanban or non-trivial workflows.  How to close this gap depends on your frequency of need and ability/desire to spend money to enhance Jira...

• If you feel you need this capability often, please investigate the Atlassian Marketplace for options.  There are probably different ways to visualize this information to meet your needs.
• If you need this infrequently, such as this is a temporary symptom, consider tracking this manually in the individual issues, and discussing them at your team retrospectives to decide how to experiment and improve.
• If you are somewhere in the middle, consider either pulling out the change logs with the REST API to parse and build reports in a spreadsheet, or use automation rules and custom fields to track counters for issue transitions.

Kind regards,
Bill

[Kristján Geir Mathiesen]

Hi again @Kara Taylor 

You could maybe, possibly get this info from Atlassian Analytics, which is in Beta now, if your.

Best,
KGM