There are predefined series of data in Jira Service Management called 'Created' and 'Resolved' with a number of filters. I have a list of assignees as a filter. How does the data work as we are seeing anomalies with the created and resolved data?
Created simply reflects issues created, e.g. project = abc will show all issues created for the ABC project. Resolved is defined by setting the Resolution field, e.g. project = abc and resolution is not empty will yield all issues in project ABC that has been closed w/ a Resolution set.
Hi Jack, thanks for your response. Hopefully you can help me i have created a custom report with e.g Service Requests created with a filter of 2 agents and Service Requests Resolved with said same 2 agents in filter. My understanding is that this data so tally if Service requests assigned to those two agents and closed by the same agents in a particular month?
Yes based upon some underlying assumptions. If you can reliably say that the assignee is the one that actually resolved the issue then that should work. In my world this is mostly true but I have seen, for example, where Fred is assigned an issue and resolved the issue but the assignee was changed at the end. This scenario would mean that Fred would not get credit for resolving the issue.
so for example on the 'Created' series (most tickets are created in unassigned) how does the system determine this figure?
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