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Jira Service Desk Customer Reports

Hi there, 

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 

AS 

2 answers

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Jack Community Leader Aug 20, 2019

Hi Amanda,

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.

Hi Jack,

Would this "time spent" include any time logged in different projects which are linked to this ticket? Or just the time spent (& logged) by agents in Service Desk?

Jack Community Leader Dec 30, 2019

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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HI Jack, 

 

Thanks for you reply, i will get one of my engineers to look into this. 

 

Amanda

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