Reporting query

Question

Could someone help me?  I have access to a JIRA portal for raising and tracking tickets (from a customer perspective).  I get SLA reports, but I want a report that shows how long tickets are open for (in days) before they are resolved.  As we know, tickets can be set to 'pending' to stop the SLA clock ticking, which means SLA stats may not be fully representative of service levels.

I have requested this report, is it technically possible with standard Jira reporting, or is a custom report needed, and if the latter is correct, how easy is that to do?  I also researched on Power BI and can see that there is an API connector that should allow for this kind of report to be created, and, that there is a report query that should theoretically do this 'number of days open before resolved' report.

It has been stated that this cannot be done presently due to a migration to the cloud.  In such a scenario, I presume the live data, presently on-prem (assumed) can still be accessed by an API to allow Power BI to get this data?  Is there a partial cloud migration state for Jira that would prevent this report being created?  If so, is there a solution.

Please understand that, as a customer, I do not have the technical access to see the system and answer these questions, much less fully appreciate the mechanics of the product to know what can be achieved.

I appreciate the help of the broader community.

Valerie Knapp_dpp5c6 · Answer

Hi @Graham Boreham , thanks for your response.

You can write this type of query in any hosting of Jira, cloud / server / data center, and the filter subscription function is also available in any of the hostings.

The created and resolved dates are system fields and so these should also be migrated and maintained. If, for example, an issue is opened in Jira server, let's say, and then migrated to the cloud, where it is resolved, you should still be able to report on both dates.

I hope this helps.

Cheers

Graham Boreham · Answer

Hi Valerie,

Thank you so much for your prompt and helpful response.  Please could I ask a further question for a little clarity on this?  If Jira is being migrated to the cloud, could this report still be setup and ran regardless?  Would the planned migration affect the ability to write, create and run this report?

My thanks,

Graham

Valerie Knapp_dpp5c6 · Answer

Hi @Graham Boreham , welcome to the community and thanks for your question.

I think if you are interested in the elapsed time from when a Jira issue is opened to when it is closed, this should be a relatively straightforward query in the Jira query language, JQL.

You can request a query be written in JQL, for the project, something like this, and then ask to add the two columns for the Created and Resolved date.

It is possible to ask for these results to be emailed to you as a report periodically, using a filter subscription. From that, you can put the data into Excel or another tool to do the date comparisons.

Would this solution meet your requirement? If not, or if you think I have misunderstood, please give us your feedback and either I or someone else will try to help.

Cheers