Jira Service Desk Dashboard

Question

I need to create a dashboard with the following criteria. but can't seem to find it.

1) Opened in Current Month

2) Closed in Current Month

3) Closed in Previous Month

4) Tickets opened by dept in last 30 days

Tickets opened by office in last 30 days and

Tickets opened by Components in last 30 days.

Any advise would be much appreciated.

New Jira User

hisham_iqtzmn · Answer

Great suggestions! The above suggestion help create 1 filter for 3 separate items 
(components, office, department). I save some room on my final dashboard.

After couple of days of learning and with your suggestions, i feel quite confident now to create ITSD dashboards in Jira! Thanks for all your help!

Jack Brickey · Answer

Do you want to show "Closed" or "Resolved" issues? You can use Status = Resolved or Status = Closed. However, I suspect what you really want to do is to leverage the ResolutionDate as that is the proper method (IMO). Note that you need to ensure that the Resolution is always set when an issue is marked as done (likely Resolved in your case) AND you need to ensure that if and issue is reopened, e.g. instead of moving to Closed from Resolved it moves back to maybe To Do then the Resolution is cleared. This is done via a post function in the WF for the reopen transition.

on #1 - i expect you are getting tripped up w/ the "status = Open" since the use of "status" is referring to the current status not that the issue was opened. Try dropping that part...

project = "IT Service Desk" AND "Customer Request Type" = "Desktop Support - xyz(ITSD)" AND createdDate >= startOfMonth()

hisham_iqtzmn · Answer

Thanks Jack! I am actually just trying to create filters... so this is what i have for 2 now that seems to work:

project = "IT Service Desk" AND "Customer Request Type" = "Desktop Support - xyz (ITSD)" AND resolutiondate >= startOfMonth() AND resolutiondate <= endOfMonth()

Not sure how to filter the "close" tickets. Current process goes from resolve to close.

I wasn't able to find close functionality..e.g. closedate.

would you happen to know how to add that?

that would fix #2.

For #1 I would like to filter all tickets that are Open for Current Month.

project = "IT Service Desk" AND "Customer Request Type" = "Desktop Support - xyz(ITSD)" AND createdDate >= startOfMonth() AND status = Open

This doesn't generate any results. However, if change the status to !=Closed AND !=Resolved    then I get all open tickets and tickets that are in other categories (e.g. cancel, progress, etc..) besides closed or resolved.

Any thoughts on how i can fix this? Thank you!