How can I measure the effectiveness

Question

effectiveness indicates the ability to achieve the set goal, while efficiency assesses the ability to do so by employing the minimum resources ...

to measure the effectiveness in tickets resolution, I would like to set a KPI that goes like

ratio of number of ticket reopened and total number of tickets resolved.

How can I do this?

Danut M _StonikByte_ · Answer

Hi @Marco Kettmeir,

You can do this by using the Advanced Issue Filter Formula gadget offered by our Great Gadgets app. With this gadget you can apply from simple (COUNT, MIN, MAX, AVERAGE) to advanced math formulas against up to 6 filters and the fields of the issues returned by these filters.

If you configure the gadget like this...

... you will obtain the results like this:

Please note that this app offers many other gadgets that you will find useful especially for your Jira Service Management projects. Just have a look over the articles from our blog to make an idea. It can be a great asset for your team and company.

If you have any questions, please don't hesitate to contact us at support@stonikbyte.com.

I hope this helps.

Thank you,

Danut

Jack Brickey · Answer

Hi @Marco Kettmeir , What is the goal in your situation? Is it a due date? Assuming so you could certainly use a dashboard and appropriate gadgets to illustrate the percentage of met versus missed.