Counting Tickets Closed when Dev Tickets are opened

Question

We have a service desk project that is used to triage issues.  When a dev ticket is opened the triage team closes the Service desk ticket.

Is there a way that I can count how many tickets are open that were created from a linked service desk ticket?

My goal is to report on open tickets vs. resolved.

Laura Colon · Answer

Thanks, I would like to use these dashboards.  But right now I have to find a query that will give the count of tickets that are truly closed.  So for example JSD Ticket 1234 is closed but a software ticket is opened and not being worked on.  I can't count that JSD ticket as resolved.  But I also don't have a way to view the status of all the linked issues for a project.

Danut M _StonikByte_ · Answer

Hi @Laura Colon,

Please have a look on this article from our blog: An effective dashboard for Service Desk and Customer Support teams in Jira Service Management

For sure you can display this info, as a numbers by using Advanced Issue Filter Formula gadget or as a trend.

If you need assistance with the configuration of these gadgets, please don't hesitate to contact us at support@stonikbyte.com.

Thank you,

Danut M.