Is there a way in Jira Service Desk on the reporting section where i can report on how many tickets have been logged for a certain customer.
I also need to report on how much time a technician has spent on tickets, is there a way to report this?
Thank you all in advance
you can do both simply by creating a filter using JQL. Something like below.
project = abc and creator = customerXXX
Now, for display purpose if you wish to monitor the number of issues then consider using the above saved filter on a dashboard leveraging one of the many gadgets, e.g. pie chart, created vs resolved, 2-D, etc. Regarding time spent, assuming the tech does a good job using time logging then you can add this field to your columns in a JQL query result. Again you can incorporate this into a dashboard gadget.
Any report under “Reports” within a project will be specific to that project. If you use a dashboard any reporting will align with the underlying filter used in the gadget config. By default there would be no direct inclusion of “linked” issues. You must construct a filter that would include them.
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