Creating a report to view the number of tickets created, by hour, over the last month

Question

My goal is to track what times most service requests come in, with hourly counts over the last month, but ideally with averages as well.

I have tried two ways to query this information, the first being a Custom Report using JQL to create various series. However, startOfDay doesn't take more than one argument, so I can only do this by previous day or by hour in the current day. See below:

project = ITSD AND created >= startOfDay(-1)

project = ITSD AND created >= startOfDay("+18h") AND created < startOfDay("+19h")

Since JQL doesn't support averages, I decided to try a chart gadget in a dashboard. This won't average over the last month either, but I am at least hoping to easily view how many tickets are created per hour over the last month. The gadget can be configured by hour but will not go back as far as a month. Also the chart is almost unreadable, and we would have to maximize the gadget to view the table every time.

I am looking for either help with the JQL query (I am not an expert with JQL by any means), or an alternative solution that would allow the service desk to track ticket creation by hour.

Thank you in advance!

DevAcrobats · Answer

Hi @rpatrick if you're open to exploring a marketplace app, I recommend checking out the Heat Map gadget from the Performance Objectives app for Jira. We've configured a Busy Hours Report that shows support requests created during the last month by hour and day from our demo service project. The heatmap is especially useful for this type of report because it allows you to quickly identify peak times at a glance. Our gadgets support Average calculation. Plus, you can easily switch from the heatmap to a table view to dive deeper into the specifics for each day and hour.

Disclaimer: I am affiliated with the organization behind the Performance Objectives app for Jira.

Kind regards,

Polina

Danut M _StonikByte_ · Answer

Hi @rpatrick,

I'm afraid that there is no easy way to do this with Jira native tools. Most likely you will need a plugin from Atlassian Marketplace.

If you want to try a plugin, this can be easily done by using the Pivot Table & Pivot Chart gadget offered by our Great Gadgets app. The result can be in form of table, heat-map table or charts of various types.

As you can see in this example chart, you can easily observe that the most issues were created in daily hourly time interval 14 (between 14:00 - 14:59),

To achieve a statistic like this, all you have to do is to configure the gadget with a filter/JQL that returns all the issues from last month, and to generate the statistic by Created field, like this.

And very important, on its More Settings tab, configure the Created field to display as HH (hour).

See more examples of this gadget here: https://community.atlassian.com/forums/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369

If you have any questions, feel free to contact us at support@stonikbyte.com.

Danut.