Reporting Portal in Jira Service Desk

Anton Deev

Hi everyone,

We support external Customers and our team consists of multiple support levels, T1, T2 etc.

I need a reporting portal where I can keep an eye on all open tickets that are worked on during the day as we have very strict SLA.

1. I am trying to setup a dashboard, do you think it will work? Here is an example of whay we have, I made some example gadgets but they are not super flexible and not exactly what I need: https://imgur.com/a/eM9VRx2

It does not exactly have what I need, or maybe I cannot find the out of the box gadget. Can you suggest a gadget I can use for this, and where to find it? In the settings I can see that you can add a gadget url to the dashboard, but I cannot find these gadgets. Is this a dead-end?

2. Reports - standard out of the box reports provided by Jira service desk. Do you think a custom report can be made to be able to track issues real-time?

3. What about creating a filter and sharing it with the responsible people? Do you think this will work?

 

Maybe someone had a similar experience and can guide me in the right way.

 

Thank you!

Jack Brickey

Hi Anton, yes a Dashboard is the way to go based on what you have conveyed here. That said it is hard for me to guide you based upon what you have conveyed. Here are some thoughts nonetheless...

• Create a filter that shows breached or about to be breached and use either the filter gadget or maybe a 2-D gadget by project or assignee
• Use the Created vs. resolved gadget to monitor how the team is pacing to the incoming issues
• Use the Calendar gadget to visually show the number of issues by priority that are being opened daily

there are lots of other gadgets that might be useful, best to play around until you have something you feel looks good. Use it for a couple of weeks and then make changes to meet your needs.