Custom Reporting

Question

I need to create reports that show each ticket, and different times (Time ro Update, Time to resolution, Time to close, Was SLA met or breached?

I cam getting some of the data but don't know how to get that granular. The graphs are nice but when I hover on a data point I want it to not only give me times but also what ticket(s) on that day.

I am trying to get this to work and get the data I am used to seeing from ServiceNow which was highly customized at my last job. I am not a developer so will take any help to get better reporting for management.

Martins Vanags_eazyBI · Answer

Hi @Jeff Hilger

Please find more details about Jira Service desk integration with eazyBI here:

https://docs.eazybi.com/eazybijira/data-import/data-from-jira-and-apps/jira-service-desk-custom-fields

There also should be a link to our demo account with some report examples:

And, thanks, @Meg Holbrook for mentioning eazyBI as one of the tools for this use-case.

Feel free to reach out to our support if have further questions

Martins / support@eazybi.com

Meg Holbrook · Answer

Hi Jeff - welcome to the community.

The stock reporting options in JSD leave a lot to be desired. When I first implemented at our organization, the stock reports were enough to start us off, but as reporting requirements grew we had to find a new solution.

Two great choices that come to mind are:

1. EazyBI - this product requires a deep technical understanding of business intelligence and report creation, but offers the most flexibility with your data

2. All-in-one reports - this product is more intuitive for users who are not familiar with more involved and technical reporting methods, and was a good mix of usability and functionality. This is ultimately the program we chose.

Hopefully you can review both products and find a solution that works best for your organization. Best of luck!