How do i add a data series for JIRA Service Desk Reports

I need to create to two series' to report on the following metrics.  I would like to create the series so this can be displayed in the Reports section.

1. First Call Resolution (FCR) % - I have created a FCR custom field (Yes/No). I would like to calculate a % metric. (FCR = yes / Status = Resolved)

2. Same day resolution % - (Total Handled Time >8hrs/ Status = Resolved)

 

Thank you in advance for your help.

1 answer

1 vote

Hi AJ,

Thanks so much for your question.

You can do this in Jira Service by doing the following:

1. Create an SLA that matches your JQL criteria.
2. Select this in your customer report as a base for the series to be shown.

Thank you,
Jira Service Desk

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