Tracking or reporting incorrectly opened tasks by the reporter in Jira

[mekhak.bezhanian]

Hello everyone,

I’m looking for effective methods to track or report tasks that have been incorrectly opened by reporters in Jira. If anyone has experience with this issue or can suggest best practices, tools, or workflow modifications to manage these tasks more efficiently, I’d appreciate your insights.

Thank you!

[Maciej Dudziak _Forgappify_]

Hi @mekhak.bezhanian

What do you mean by tasks opened by a reporter? Do you want to block some users from creating issues, or are you looking to prevent the reporter from reopening the issue?

[mekhak.bezhanian]

No, I don't want to block anyone. I just want to have the option to have a report for the tasks that are opened with a lack of info or with some errors. 
Example: You are the assignee of the task, I'm the reporter. I opened a task but didn't mention all the necessary information.

[Rustem Shiriiazdanov _Actonic_]

Hi @mekhak.bezhanian ,

I assume your task actually consists of two topics:

- A necessity to identify incorrectly opened tasks (i.e. perform a quality analysis of task description, information provided etc. Again, I could only assume that you have implemented some mandatory fields to be fulfilled by Reports, but you are facing with a problem that reports fulfil these fields incorrectly)

- A necessity to create reports on what tasks are ok, and what are not to detect trends, analyse the common mistakes and educate reports on how to report tasks correctly

I. Easiest way, available for any Jira core product and requiring minimum efforts to spend:

1. To resolve first topic I'd suggest implementing a custom field "Quality analysis" or "User dataset correctness" available for a certain user group to fulfil. Such a user group (analytics/managers/service desk experts) will assess tasks, and fill in this custom field with "yes/no" or certain comment to distinguish tasks created properly from ones created in improper manner.

2. After custom field is populated, you may create Jira filters to see the lists of tasks filtered by "Quality analysis" in Jira issue inspector as tables. You may later export tables for further analysis. 

3. And than, after analysis is performed, you could educate people, change you tasks mandatory fields, add better explanations etc.

II. For more complex reporting you may use reports available in Jira Service Management (if you use it). They allow you to create custom time series reports against filtered data. For instance, that is how such a report may look a like:

In the example above you just need to add series and configure these series against custom field you created (in ly case it's "Custom1113" with only a single value, but in your case that would be "Quality analysis" field):

Finally, as a Product owner for Report Builder, I may also suggest (if you are open for marketplace-sourced reporting solution) checking if our Universal report will suit you. Example of a report you may is need in a table view:

P.S. As you may see, you will in any case need someone to identify "poorly fulfilled" tickets from "proper" ones. I think, depending on a scale of your business, you may introduce some AI assessment against pre-defined templates of a "good" and "bad" tickets (tasks), but still someone will need to verify the quality. 

Hope this helps,

Regards,

Rustem

[mekhak.bezhanian]

Hi @Rustem Shiriiazdanov _Actonic_

Thank you very much for your reply. I think the most suitable solution is to create a custom field

[Rustem Shiriiazdanov _Actonic_]

Hi @mekhak.bezhanian sure, it is always better to start with a simple steps, and adjust if needed. Should you have further questions, let me know.