Service Desk Reporting

Question

Firstly, please forgive my lack of understanding or knowledge of JIRA. I have experience of Remedy and Service Now, and am new to JIRA Service Desk

I am looking to develop a set of reports that can better show the performance of the overall Service Desk along with the performance of the analyst within it.

Typically I'd like to be able to obtain the following for each analyst per day:

1. The umber of incidents resolved

2. The number of incidents updated

3. The effort (time) working on these incidents

4. The number of incidents re-opened

5. The number of incidents waiting for user input, ideally over say 2 days

6. Incidents by Age (oldest tickets)

7. The number of incidents assigned to but not updated by Analyst

In terms of the Service Desk overall performance :

1. Total incidents raised and closed per day

2. Performance against SLA, i.e. Incidents resolved in /out of SLA

3. I'd like to get trending information, incidents per service.

Ideally I'd like these to be reports that are automatically run.

I guess I'm really looking for how to gather this information, is it out of the box or is there specific reporting modules that are needed. I don't yet have admin access, so maybe that is also restricting me.

Any advice would be very welcome.

unknown · Answer

Hi Colin,

For what you have described above (Points 1-7), I would ask you to create the necessary JQL queries for each requirement, create a Dashboard with a gadget for each requirement, and if you want the information report to you on a daily basis I would recommend an issue subscription for each filter.

For SLAs (Point 2) Jira Service Desk has SLA reports for this requirement.

For Point 3, you mention trend information though you have no specified the trends you are looking for. Are you able to?

All of this is out of the box though it does depend on how you want the information formatted.

Let me know if you would like any assistance setting this up and we can go from there.

Hope this helps

Pascal Offenhäusser (Scandio) · Answer

Hi Colin,

to edit or create reports you need to be a project administrator. There are some default reports from Jira Service Desk and of course you can create your own reports. You can find more information on the Atlassian documentation

Cheers,

Pascal