Support ticket over R&D ticket ratio

Question

Hello,

Our customers creating us support ticket over the Service management project we created for them.

We try to solve the problems and in case of need support from our R&D we're creating a ticket to according customization service project with issue type as R&D support.

I want to get the ratio of how many support tickets are resolve by us with creating a customization ticket. how can i get this in jql and in EazyBI reports.

For example:

100 support tickets created in total, 20 Customization ticket is created with RD support issue type so the ratio is 20/100 = 5%

Diego Rosado _Appfire_ · Answer

Hi @Murat Oz,

I'm Diego from the Dashboard Hub team at Appfire.

If EazyBI isn’t quite what you're looking for, you might find Dashboard Hub to be a great alternative. It’s a powerful reporting and analytics app designed to help teams build advanced dashboards, bringing together Jira data and other sources.

For your specific use case, the Formula gadget allows you to configure and display the metric you need with ease. You can also use visualizations like pie charts to represent the same data across different issue types.

I've attached a screenshot for reference. Feel free to explore our documentation here: Dashboard Hub documentation

Let me know if you need additional information!

Diego

Murat Oz · Answer

This is very good thanks.

But i need to get the report from service management ticket.

For a service management ticket, we are creating a ticket to RD in SW project and we link it that ticket to the service management ticket with caused by state.

Can you also write me measure for that .

It should be something like.

for a service management project ticket

Issue created -> Caused by ticket issue type is (RD support)

Marita Burgio - eazyBI support · Answer

Hi @Murat Oz

You can create a report showing the ratio between support tickets and R&D support tickets in eazyB following these steps:

* add Project dimension to Rows
* select "Issues created" under Measures
* create new calculated measures:

Issues created with R&D support

([Measures].[Issues created],
[Issue Type].[R&D Support])

Ratio of issues created

[Measures].[Issues created with R&D support]
/
[Measures].[Issues created]

Make sure to set Formatting to Percentage for this one.

Here is an example of my report:

I hope this helps.

Best,
Marita from eazyBI support