Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

Recognition

  • Give kudos
  • My kudos

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

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

How can I not show the Admin in the Workload Report?

I work on a Service team that supports users of our hosted Atlassian products.  One of my customers raised the question that they don't like seeing the Admins in the Workload report.  It just so happens that our team's global admin group is admin in every Jira Project so our service team (the global admins) of 10 people are in her workload report.  I can take our group out of the Administrators role but when I do that limits our team's ability to assist the local project admin to debug issues they submit on the service desk.  

Bottom line:  We want the Admins to see the Agent view and be able to manage the project/Agent Queues etc. but NOT show up in the workload report.

 

2 answers

1 accepted

Thanks - that's perfect.  I've voted on it!

0 votes
Tessa Tuteleers Community Leader Oct 04, 2019

Hi Tanya, 

If you want your admins to remain Service Desk agents in the project for admin reasons, you just can't get them out of the system provided report. 

You could however make a nice dashboard for your client, using your own filters :

  • Assignee in certain agent role but nog in admin group +
    • unresolved with no breached SLA's
    • unresolved with breached SLA's 

You could then show 2 issue statistics gadgets showing only the relevant information. 

Perhaps you could add some other statistics as well so you can provide 1 nice overview for your client and they might even be happier. 

I know it's not what you are asking but hopefully it's useful. 

Cheers!

Thanks for the tip @Tessa Tuteleers .  I'll let my customer know there is an option using a Jira Dashboard.  

I'd still like a way to have the ability to see/manage the Queues without being part of the embedded Project JSD Workload report.  :) 

Tessa Tuteleers Community Leader Oct 07, 2019

Hi Tanya,

In our own instance, we have dedicated admin-accounts for our administrators (next to normal user accounts). 

When we switch to these admin accounts we just grant and remove agent licenses if we need them, so they never show up all the time. 

This has multiple advantages, separating your normal and admin rights gives us better logging, better security and a cleaner day-to-day environment. 

But of course this is a completely different way of working and might not suit you.  

 

Cheers! 

Thanks - that's an interesting option.  We are in a global admin group and each project created gets that group added as a Project Admin.  We use Crowd single sign on with PKI certificate based user authentication and we cannot change that due to our security requirements.

We have 1500 Jira projects and take in hundreds of support tickets a week so changing accounts and adding/removing admin access would be a bit cumbersome.  I suppose we'll just let our customer know that they can just ignore our names in her project, or remove our group before checking the Workload, then add us back in when she's completed her check.

Thank you for your feedback on this question.  I'm not going to mark it as answered but I think the I've found there is no easy way to make this happen.

 

Cheers - Tanya

Suggest an answer

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

Calling all Mindville Insight users, we need your help! (there might be swag involved)

Hello Insight users,  As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials and we want to hear from you!  ...

276 views 4 6
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