Looking for fancy reporting app for JSM DC

Question

Hi Community!

I'm looking for (probably) app which helps me to create report like below:

PriorityNo. of created incidentsNo. of resolved incidentsNo. of issues with time to first response SLA metNo. of issues with time to resolution SLA met Time to first response SLA % metTime to resolution SLA % met P1       P2

Maybe there is a better way to achieve this. I'm open to hear any useful solution!

Thanks!
Seba

quentin.leroy · Answer

Thank you @Tomasz Kowalczyk and @Gorka Puente for the mention.

@Sebastian Krzewiński we might have the one solution for you at Appfire!

Using Reports and Timesheets for Jira you can use the SLAs functionality from Jira and the calculated fields from the app to compile a single reports answering all your needs. I have created an example for you based on your requirements:

In this case, we can first create a simple subtraction to figure out the gap between the SLAs and the time an incident has spend in a specific status, in this case `Time to first response`.

Then we want to know if this value is within the SLAs or not; hence we can use the `GREATER THAN` function to know if the `Time to first response` is greater than `0`.

If it is greater than 0, then it is within the SLAs. In contrary, if it is below 0, then the incidents is outside the SLAs.

To calculate the sum of issues meeting the SLAs, we can then use an `IF ELSE` function. In this case, IF time to first response meets the SLA, the calculated field will output a 1, if not a 0.

Finally, to calculate the percentage of incidents meeting the SLAs, we can simply use a `DIVIDE` function to divide the sum of issues answering the SLAs for first response by the total number of resolved incidents.

Hope this is helpful and will answer your needs. Do not hesitate to follow up if you have any questions.

You can download the app for free and try it for your specific use case before you commit. If you have any questions or need help along the way, we have a knowledgeable support team on stand by.

Thanks!

Gorka Puente {Appfire} · Answer

You can certainly use Reports and Timesheets for doing this type of reports, my colleague Quentin is the PM for that product, thanks for the mention @Tomasz Kowalczyk

Another great alternative is Dashboard Hub, you can see some live examples of dashboards:

* ITSM
* Agile
* DevOps

Cheers!

Danut M _StonikByte_ · Answer

Hi @Sebastian Krzewiński,

I think some of the numbers that you mentioned (created incidents and resolved incidents) can be displayed by using Issue Filter Statistic or Two Dimensional Filter Statistics gadgets of Jira.

But for the other calculations, indeed, an app is recommended because Jira does not provide such gadgets for complex calculations like yours.

You can search on Atlassian Marketplace for apps that does this type of calculations, but I'm afraid that there is no app to provide one single magical gadget able to display all these info; the solution is to use multiple gadgets for tracking those numbers.

A good app for addressing these needs is Great Gadgets app - an app developed by my team - that provides a suite of gadget that can help you track these numbers. Here is how:

* No. of created incidents and No. of resolved incidents split by issue priority - can be calculated by using Pivot Table & Pivot Chart gadget and Advanced Issue Filter Formula gadget

* No. of issues with time to first response SLA met and No. of issues with time to resolution SLA met - can be calculated by using the Histogram Chart gadget but if you want to split it by priority you will need one gadget for each priority

I don't really understand the last two metrics  (Time to first response SLA % met and Time to resolution SLA % met), it might be possible to calculate them by using the mentioned gadgets.

It might be possible that other gadgets of the same app to work for you case (Issue Filter Formula gadget or maybe Control Chart gadget for example). You can have a look over this community article that I wrote and see them all explained: An effective dashboard for Service Desk and Customer Support teams in Jira Service Management

Danut.