Service Desk Reports: how exactly data series work

Michal Blazejczyk

Hello,

I am creating some reports in Service Desk and I would like to know where I can find detailed explanations of the various built-in data series.  For instance, if I choose "Time to resolution - Breached" and then I see one ticket being listed on a specific date - what does it mean, exactly?  Is this explained somewhere?

One of the reasons I find it confusing is that "Time to resolution - Breached" always has an elevated number of tickets listed with today's date:

• Typically, the number is zero.
• On some past dates, it is one or two.
• But on the last day of the report (today) the number will always be something like 10 or 15.

Thanks,
Michal

Emma Young

Hi Michal,

I'm Emma, a developer on the Jira Service Desk team.

Our documentation for reports is located here: https://support.atlassian.com/jira-service-desk-cloud/docs/discover-new-trends-with-service-desk-reports/. But it is more of a broad overview of the reports feature as a whole.

To answer your question about "Time to resolution - Breached", the date associated to a ticket is the date that ticket's SLA was completed. This means that any tickets that have their SLA breached but are still ongoing will show up on the report on the last day (i.e. today).

Let me know if you have any other questions!

Thanks,
Emma