How can we do a reports for those support person assigned to their departments?

Mela

We have created initial view of reports but doesn't have a correct JQL query yet. We have tried the following queries for Level 2 and Level 3 support on their designated department  and these are the following JQL each of them

 

L2 = Level 2 Support

L3 = Level 3 Support

ICT Group = This is a group where the L2 and L3 are.

Total of Tickets =issuetype in ("[System] Incident", "[System] Service request") AND assignee in (membersOf("ICT Support Group"))

Service Delivery = issuetype in ("[System] Incident", "[System] Service request") AND Department ~ "Service Delivery"

Solution Management= issuetype in ("[System] Incident", "[System] Service request") AND Department ~ "System Support"

Data Science and Analytics= issuetype in ("[System] Incident", "[System] Service request") AND Department ~ "Data Science and Analytics"

Information Security = issuetype in ("[System] Incident", "[System] Service request") AND Department ~ "Information Security"

Governance = issuetype in ("[System] Incident", "[System] Service request") AND Department ~ Governance

No Department = No JQL yet

Other Department = No JQL yet

Joseph Chung Yin

@Mela -

Using JQL, you can report on the department field only if the field is associated/captured as the issue meta data attributes at each issue level.  If the field/value is not associated to the issue, but it is a part of the user profile attributes, then it is not possible out of the box.

You will need to see if there are any third party add-ons via Marketplace that support the ability to extend the JQL functionality.

Example - Scriptrunner for Jira (an excellent add-on which allows you to extend/customize Jira/JSM applications functionality - including JQL without extensive codings) - https://marketplace.atlassian.com/apps/6820/scriptrunner-for-jira?tab=overview&hosting=cloud

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.