Using JSM Organizations for Stakeholder Reporting

Question

Looking for ways to generate reporting for various KPIs by organization in service portals. We would like to report to stakeholder teams what types of requests are we seeing from their team as well as reporting on WIP based on their team's requests. I've tried to generate some filters which could be used to create an analytics dashboard, but "membersof" doesn't seem to pull from organizations field. How do I access organization lists from Customer set ups in JSM? Any suggestions would be greatly appreciated!

Danut M _StonikByte_ · Answer

Hi @Lori Harris,

You could create a dashboard in Jira or page in Confluence for tracking the KPIs of each organisation and then share it with the appropriate stakeholders.

Have a look over this article on our blog. It might be very helpful on how to create the dashboards and what to track: An effective dashboard for Service Desk and Customer Support teams in Jira Service Management

If you need any help, please contact support@stonikbyte.com.

Thank you,

Danut Manda

Marc -Devoteam- · Answer

HI @Lori Harris

Within JQL there are only 2 functions

Query

Organizations = "organization name"

single user field in organizationMembers("organization name")

Examples:

Find all requests shared with Charlie Cakes Melbourne: Organizations = "Charlie Cakes Melbourne"

ind all requests sent by people who are not in Charlie Cakes Melbourne or Charlie Cakes Cairns: Reporter not in organizationMembers("Charlie Cakes Melbourne","Charlie Cakes Cairns")

I hope you can use any to fulfil your KPI's