Can't See all Predefined Series - Reporting

Hello I'm using Service Desk 3.4.1 and i'm trying to run some reports on a Service Desk project I have. However the only series options i get are "Created and Resolved" which isn't enough, i don't have "Time to resolution (Avg.)" as suggested by the below article:

Is there anyway to create my own series, or at least find out why the "time to resoltuion" avgerage "Series" isn't there? 

Its a report i would need to run and the reporting functionality of Jira Service Desk reporting seems limited without it.

3 answers

0 votes
Jack Brickey Community Champion Jul 05, 2017

Ruben, if you add a new report and click Add a Series you should see Time to resolution as an option. Can you check that?

No we don't see that at all. these are the only options we see. 


Screenshot from 2017-07-05 14-49-32.png

Ruben , in case you are using the Cloud version you could use the plugin for creating all your Service Desk charts.


Is getting a plugin the only way to be able to append e.g.

"Created" vs. "Resolved" chart with a "Open" series?


Being able to create a custom series seems like a very basic feature that the support desk should be able to handle.

0 votes
Susan Ostreicher Community Champion Aug 15, 2017

I'm having the same problem.  I'm using the Cloud version, and the only Series I see in custom reports are Created, Resolved, and Average rating.  

Ruben, did you find a solution for this? I assume it doesn't require the paid plugin mentioned above. 


i'm confused by this. I'm on cloud as well and here is what I see...


Susan Ostreicher Community Champion Aug 15, 2017

Jack, thanks for this screenshot!  It helped me figure out the problem: I did not have any metrics under SLAs.  I created a couple of metrics there, and sure enough, now they're included in the series dropdown for reports.  

It would be nice if there were a note on the report screen explaining that time metric series are pulled from SLAs...

Jack Brickey Community Champion Aug 15, 2017

@Susan Ostreicher, great to hear!

@Ruben Bobsien, can we get you pulled back into this thread. Would be good if we can make you whole too. I'm wondering if Susan's scenario is the same as yours?

Glad that I found this thread. I am setting up my reports, and where some projects display the Time Metric series in the list others do not. All of my projects have the same metric configurations, so I'm stumped as to why they do not display the same drop-down options in the report setup. 

Did anyone ever find other issues that might be causing this other than the SLA metrics values not being set?

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