Reports for Service desk

[hannatomlinson]

Hi,

Is there a way of creating a report for the number of incidents/requests resolved by each member of the team.

Or to be able to pull this weekly, example Service Desk manager wants to check each week the number of tickets resolved by each member of the team.

The current generic "workload" one, just shows the total number of tickets, from the beginning of time, we want to pull a fresh report each week.

Thanks, Hanna

[John Funk · Accepted solution]

Hi @hannatomlinson  - You could create filter to show all tickets resolved per week or for a particular rolling period of time. I assume you have a way of knowing who resolved the ticket, such as Assignee? 

Then create a Dashboard and use the Issue Statistics gadget to group by Assignee which would show the number of tickets resolved by team member (Assignee). 

[hannatomlinson]

Hi, 

Thankyou yes we have assignee's however, we have created a new workflow so the "resolution" field isnt filled in when resolving a ticket.

Our tickets just go into the "resolved" or "closed Complete" status once resolved.

Are we able to create a filter for this? Sorry were new to JIRA!

[John Funk]

Yes, you an use something like:

Status changed to Resolved during (startOfWeek(), endOfWeek()) or Status changed to
"closed Complete" during (startOfWeek(), endOfWeek())

That will give you this week. If you want last weeK:

Status changed to Resolved during (startOfWeek(-1), endOfWeek(-1)) or Status changed to
"closed Complete" during (startOfWeek(-1), endOfWeek(-1))