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I manage multiple projects (the projects in question are all service management projects) and utilize the Jira dashboards to visualize the metrics. My team exclusively relies on the Request Types for incident and service requests to categorize the different types of requests. But unfortunately, Jira does not have Request Type as a field option on the typical issue-type gadgets. I have had to use the Filter Counts gadget to show counts of requests categorized by request types.
Here is a screenshot from one of my dashboards where I used the Filter Counts gadget to show open requests. But my question is, is there a way to make the gadget not display the counts if they return with no requests? The only way I can be sure to capture all of the counts of each request type is to build a custom count for each type. A lot of the time, a few request types don't have any open requests.
The screenshot is from one of my less popular service desks so the 0 values may not look bad in this case. But my popular projects have the max amount of custom counts allowed on the gadgets, and the 0 values start to become really distracting.
If anyone has any input that would be extremely helpful, I include a screenshot of these counts to my higher ups on a weekly basis and I feel like the 0 values might make it look not as professional.
Also, if anyone has gadget recommendations that allows Request Type to be used as a field and give similar results, I'd love to hear of any others. I tried looking through the others and had no luck. I also use the Jira Request Type field; this isn't a custom field. Throughout all my projects I have nearly 50 request types, and trying to get filters created and gadgets configured for this has been extremely tedious and I hope to find an easier and more efficient way
*As a side note - I am not in a position to request or purchase any plug-ins or extensions for Jira unfortunately. I have to rely on Jira's provided gadgets*
Hi @Rowan it's not possible to have the filter count gadget not display a count if the count is zero. If having a 0 issue count isn't a negative, you could represent that by editing the counts and having them show as green for "success" if they're equal to or below a certain count.
E.g. Show the count as success when it is equal to or below 5.
Another option is to create a report(s) within your JSM project, and use the report(s) on the dashboard with the "Service project report" gadget. You could create a report for each "Work Category" (the JQL term would be "Ticket category") that counts the total of each "Customer Request Type" used by that "Work Category".
For example, assuming all the request types in your screenshot are "Service Requests".
Add the "Service project report" to your dashboard, select the JSM project, select the "Service Requests" report you created. Set the date range, in your case if you're reporting weekly then "Past 7 days" might be appropriate. While a count of 0 will still be shown, a line graph is also displayed underneath the counts, which I think helps higher ups visualize the data.
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