extended analysis

Question

I'd like to have some extended statistics of our service desk tickets.

every way I try to use, has some annoying limitations

- show me a graph for all tickets escalated or solved in time for all time aggregated by week -> not possible

- show me a list of all tickets created by users named like like (*John* or *Jane*) -> not possible

- export all tickets to csv so I can use Excel to get my statistics -> not possible, as max limit is 1000.

How do you guys get your KPIs?

Andreas Aufmuth · Answer

yeah, that's what I tried. Workaround using Excel, but then there is this limit of 1000 lines making the whole thing pretty useless.

(As long is I don't build a crawler on my own to download everything once a week and have a local database. Gosh, what the f... are we paying all that money for?! All the Atlassian-stuff is a nice showreel, but as soon as you want to actually work with it, nothing really works - userAPI? agent signatures? checkboxes in tickets? KPIs? Wildcard search? iFrame embedding?)

Jack Brickey · Answer

@Andreas Aufmuth, I haven’t tried your specific use cases here rather I will offer my thoughts on options assuming that indeed Jira cannot natively provide what you are looking for. Disclaimer, this is not to say these will solve your exact needs but based on my experience and knowledge they may.

* export to CSV and use Excel
* look at an addon, e.g. easyBI
* look at leveraging Microsoft PowerBI or similar. There are connectors available.