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Creation of Hourly Ticket Resolution Report

Pratyush Mathur

Hello All,

I am a beginner in using Jira Service Desk and would like to get a report created based on hourly basis to see the team performance. My requirement is as follows :-

I am working with a team of developers and would like to get a report based on how we handling the total ticket closure, so ideally I would like to see get something like

a. 10 tickets were solved within an hour of their creation

b. 15 tickets were solved after 6 hours of their creation

and so on..

It would be grateful if you can provide me guidance for the same. Thanks in Advance!!

Accepted answers

Thorsten Letschert _Decadis AG_

Hi @Pratyush Mathur,

referring to built-in features you might want to look at setting up SLAs.

Those SLAs enable you to define specific goals and set up the reporting you've mentioned afterwards.

Cheers,
Thorsten

All comments

Thorsten Letschert _Decadis AG_

Hi @Pratyush Mathur,

referring to built-in features you might want to look at setting up SLAs.

Those SLAs enable you to define specific goals and set up the reporting you've mentioned afterwards.

Cheers,
Thorsten

Pratyush Mathur

Hi @Thorsten Letschert _Decadis AG_,

Thank you for your response. I have already setup SLA and Reports in our Jira instance and currently, we are able to get the data based on that using which we are able to see what % is being met or breached but now we don't want the % but instead we want actual number of tickets done within a specified time.

Let me know if I am able to make my self a bit more clear this time.

Regards,

Pratyush

Thorsten Letschert _Decadis AG_

Hi @Pratyush Mathur,

when configuring your report/your time series, you should be able to choose between different options regarding your SLA. Please see the image attached.

In your case, you should use Example SLA - Met instead of Example SLA - % Met.

Cheers,
Thorsten

Pratyush Mathur

Hello @Thorsten Letschert _Decadis AG_,

Thanks, I followed your guidance and was able to get the data that I was looking for.

Regards,

Pratyush

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