Is there a report that provides the number of agent responses? Or updates to a request?

Question

We would like to show the number of times an agent has reached out to a client on a specific request or the number of times the ticket has been updated.

We are currently running a trial of Charts and Reports for Jira Service Management by View 26.

If there is a better reporting addition to review please advise.

Marcel Nick_wcaiov · Answer

Hi @Amanda Simpson

Welcome to the community!

As @Joseph Chung Yin mentioned the use-case involves looking at the number of status transitions , which is not offered out of the box. I would recommend you to contact our Support Help Desk to check if the feature can be supported..

Cheers

Marcel

Joseph Chung Yin · Answer

@Amanda Simpson -

Welcome to the community.

By default, an issue's assignee represents the person (agent) who is handling the case and responding to the customers who submitted the issues.  You can just query against the issue assignee to see who is handling the issue(s).  However, this out of the box setup will not give you the # of times that the assignee responding to the customer (via comments).

Since you mentioned a third party add-on "Charts & Reports for JSM", I would also recommend that you to reach out the vendor for possible solution/enhancement requests for the functionality that you are seeking to have.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.