Best way to capture triage metrics from a jira board

Question

Hi team, I would love your help/advice with the following:

The problem...

The problem we are trying to solve is that we want to be able to track and measure how quickly we are to address any incoming triage issues impacting our customers. I have explored the available Jira reports such as Average Age Report, Created vs Resolved issues, but they don't seem to satisfy our needs, mostly because:

* any incoming tickets once initially investigated they will be migrated into one of the engineering team's board, which means the jira reports above are inaccurate.

Costly solution...

I noticed Jira has something called Jira Service Management that potentially could be useful, however I know it comes with a great cost, which our business is unlikely to approve.

Any free options?

It would be great if there was some form of automation or another free way to gather metrics on how quickly triage issues are addressed which can account for the entire lifecycle of a ticket created, even when this ticket moves board.

If you have any tips or recommendations that would be amazing!

Many thanks,

Lucas

John Funk · Answer

Yes, you should be able to do that. Maybe you create a custom field that is a radio button or yes/no dropdown or something like that. Then when you do a move from one project to another you mark that as yes. Maybe the name of the field is Triaged? or something like that. Then you can create a custom number field that you populate with for the number of days it has aged.

OR you can clone the issue from the Triage board to the appropriate board and link them. This can be done with a manual automation trigger. Then create another automation rule that closes the Triage ticket when the linked ticket closes.

Lucas Silva · Answer

Hi John, thanks for reaching out. Basically every month we have an operation meeting to talk about how our triage process is going. It's pretty hard to come up with reliable data on how quickly we are to address any of the incoming issues.

Let's say our triage board receives contains a newly created ticket, if this ticket is something we are going to fix it will be moved into a different jira board owned by the team that's going to fix it. What this means is we struggle to track the entire lifecycle of the triage ticket, because once the original jira ticket is moved off the triage board onto another board, the data pertinent to the ticket will not show in the triage board's Jira reports (ie. Average Age Report, Created vs Resolved issues).

What I am after is finding out if there is some sort of automation inside jira which will allow me to track the entire lifecycle of a ticket, regardless if the ticket has been migrated onto another board.

Does it make sense?

Thanks for your help!

Lucas Silva · Answer

Thank you, I'll have a look into those options.