Looking to make weekly issue report

[Andrew Mirauta]

Good afternoon Jira community,

I am looking to make a report as to our ticketing system weekly. Our tickets can be closed, open or pending. I want to see if our team is busier certain times of the year (months, quarters) but also to see what kind of a week we went through the week before.

Please help. Thank you in advance. 

[Jack Brickey]

have you considered the Created vs. Resolved gadget on dashboard? Now, the best option depends on how you define workload week to week.

[Andrew Mirauta]

Thank you for the quick response.

Hmm, after checking out the video on this it seems that this tracks if you're falling behind or not. My team isn't in much danger of that, our issues are quickly resolved. I was looking more for a "busier this week/season than the summer season" or the previous year's season. Also a very detailed version of that, like "battery issues, user errors" type stuff. 

[Jack Brickey]

That is one aspect. I would contend if I see more issues opened and more issues resolved this week than last week one could conclude the team was busier. However that isn’t necessarily true.

Maybe a better measure would be hours logged on issues but then again it is dependent upon the users accurately entering info. 

Again you need to define how you measure effort. 

[Andrew Mirauta]

Thank you so much for going through this with me haha. 

I guess, to let you know a little more, it's basically trying to find faults in processes that I'm looking for, other than the time related trends. If I see that a battery issue took 3 more days to solve than it did last week, then I have to ask what we did differently? If these metrics can be shown then I can say "we need to improve the battery process". 

But also a main purpose of this is to show how busy my department is compared to previous years/seasons. 

[Daniel Ebers]

Understood, but this is something that needs to be worked out with the team - at least kicking off the discussion on how to get the data measured. This is what Jack suggested by "define how you measure effort".

You might say, you will pick one measure that will (most likely work) for the team but the indicators must fit the challenge you are facing - otherwise it won't show the correct numbers.

Apart from the suggestion to support the process with a Kanban Board approach also the Team Playbook could have a positive contribution - https://www.atlassian.com/team-playbook.
This is, indeed, a more organizational approach. The idea could be to discuss with the teams the questions you currently have up - and same time or in a different meeting to align on specific measures to get the numbers you are looking for (unless there is already insight then on why some issues take 3 days longer than others - maybe it is a simple case which does not need a huge work out?).

If you want to go with a plain listing of issues done one week and compare it to one week later (same applies for a specific month or a yearly based review) you can just query the data and compare them one by one - but here I have the same question like Jack had. There is a little doubt the numbers will effectively show what you are aiming to get from the data sheet. To get a definite recommendation we would have to know the process your team uses better. This is impossible from here so the recommendation is to try several approaches, observe, refine and discuss with the team. I am sure you will find the one or another that suits perfectly.

OK, so this were just some thoughts and surely there are several ways for an implementation that are not covered here. I hope the >sharing thoughts< was at least a positive contribution and some kind of help.

Cheers,
Daniel

[Andrew Mirauta]

Ooh I did not see this reply, thanks Daniel, I will have this conversation with the decision makers on this!

Fantastic feedback btw!