How do I create custom reports for my ticket queues? Basically showing how old the tickets etc..

Question

We have 90 open tickets in our queue and I am trying to create a visual report to help show the team to see what is going on in the queues.. for example how long have the tickets been open, when were the last comments put in the ticket etc.. trying to get them to close more tickets. Can you please help me with this?

Jack Brickey · Answer

Yes, you can certainly create custom reports and dashboards. I highly recommend reviewing the documentation links that I sent previously. They are great place to start and if you simply create some basic reports and dashboards to play with you quickly learn what you can and maybe cannot achieve. Once you start playing with it if you have specific questions please let me know.

Yael Sahar · Answer

Hi @Jack Brickey

Thank you so much for your quick response. I am not looking to do reporting on a project. I am looking to do reports for our Service Desk queues. I am unable to find any default reporting options to run and would essentially want to customize them. Would I be able to create a dashboard for this? I am extremely new to Jira in general so I was playing around with the dashboard earlier and wasn't able to find a gadget specifically to show the queues.

Jack Brickey · Answer

Hi @Yael Sahar ,

Have you explored the Reports section for your project? Often you can build reports represented by your queues within the available Report series. Here is some documentation if you are unfamiliar with reports. what-are-reports-used-for ... Be sure to click on the associated Pages as well. There are series like average tim to resolution as an example.

If you find you can't achieve what you want within Reports, I would refer you to creating a Dashboard as there are a quarter number of gadgets that might be better suited for your needs. Here is some from information on dashboards - add-and-customize-gadgets . You might find the created versus resolved gadget useful to monitor an individual cute progression. It gives you a nice visual of the trends where you want to ensure that the Green line which represents closure of issues keeps up with the Red line which represents issues opened.