Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Reports for Service desk

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

1 answer

1 accepted

0 votes
Answer accepted
John Funk Community Leader Apr 29, 2020

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). 

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 Community Leader Apr 30, 2020

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))

Like Antonio likes this

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Asked in Jira Service Management

JSM June ask me anything (AMA)

Hello Community members! We’re wrapping up the end of JSM June with an Ask Me Anything (AMA) with the Jira Service Management product team. This is your chance to ask all your ITSM questions to o...

268 views 13 14
View question

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you