How to identify most problematic locations based on service desk tickets

Question

We use Jira service desk to manage problems with our product fleet. We have products installed at over 1000 locations. In 2021 we had around 15k support tickets. Would it be possible to build a dashboard of sorts that would identify most problematic locations? for example if a location has more than x amount tickets in a week/month then it's flagged on the dashboard so we can send a technician to identify the root cause?

I'm quite new to the Jira and confluence dashboards but most I have seen have been ticket-centric and not a specific category centric.

Alo Treial · Answer

Thank you for the answer. Yes I didn't think to mention that we have the location custom field. That part is not the problem.

The proposed flag for open issues wouldn't work in our case as we close 50% of tickets in less than an hour so the number of open tickets isn't necessarily good metric. However tickets piling to one location could be problematic even if they get solved.

For me the problem was to aggregate data across tickets and bring out the worst offenders as the filter gadget just listed all locations but didn't allow sorting the values so the gadget would show x first locations in the list not locations with most tickets. I have found a partial solution to the issue with the two-dimensional filter gadget for dashboard. Unlike regular filter gadget the two dimensional filter allows to use sorting based on the total value of the selected category so I see the list of ten (or however many i choose) locations with most tickets for the defined period. The gadget is still somewhat too limited, but it's a good start

Giovanni Schiano-Moriello_utzmmg · Answer

Hi Alo,

Yes, of course. A simple way to handle is to create a custom field for Location, add it to all of your relevant request types, and mark it a required field so your customers would be feeding in this info. It would probably be best to do a radio button or dropdown for selecting pre-set locations, but with over 1000 locations, not exactly feasible. So you would need to either use single line of text and hope the user puts in something that makes sense or shorten the options available to choose for the location and pre-set.

Then create an automation where if more than x open issues in the project have the same value for the Location custom field, the issues get flagged.

Lastly, create a filter with JQL showing flagged issues in that project and display the filter on the dashboard.

To get more category centric, also consider feeding in components or using Customer Organizations to further filter.