Reporting in Jira Service Management
5 min
Intermediate
By the end of this lesson, you'll be able to:
- Describe the different reports that Jira Service Management can generate
- Explain the benefits of custom reports
Reports help teams understand what’s happening in the service project.
Reports are visual representations of the data in Jira Service Management. Service projects come with reports based on their project template, but project admins can also create custom reports.
Reports help your team:
- Gain visibility into the team's work by tracking any data stored in Jira Service Management
- Make better decisions about how to allocate resources by providing insights into the performance of the team
- Improve customer satisfaction by tracking metrics and identifying areas they can improve
Agents can only view reports; they can’t configure them. Customers and collaborators can't view or configure reports.
Default reports
Jira Service Management provides default reports that you can use to measure common service project functions. These reports automatically come with service projects, depending on your project's template, and you can’t configure them.
👇Click the tabs below to learn about the default reports in service projects.
The Workload report lists the number of requests assigned to the agents. It also indicates requests that have breached their SLAs in red.
Custom reports
Project admins can create and modify custom reports to track any data in Jira Service Management, like the number of incidents created and resolved per day, the average time to resolve tickets, or the customer satisfaction rating for each service.
👉 For example: The team needs a report showing how many tickets were created for password resets last month.
👉 Another example: The team needs a report that shows how often the “time to first response” SLA breached this year.
There are also some custom reports that Jira Service Management automatically provides, depending on your project template.
👇Click the tabs below to see some example reports.
The Created vs. resolved report shows the relationship between created and resolved work items over time.
