Can we make the report of overall JSM having multiple clients in the project?

[anurag.chavan]

I am writing to inquire about the feasibility of generating a comprehensive report in Jira Service Management (JSM) that encompasses data from multiple clients within our project. Specifically, I am interested in understanding if we can create an aggregated report that includes key metrics and insights across all our clients to better manage and analyze our overall service performance, in excel format. 

Could you please provide guidance on the following points:

1. Is it possible to generate a report that includes data from multiple clients within the same JSM project?
2. What are the necessary steps or configurations required to create such a report?
3. Are there any specific permissions or access rights needed to view or generate this report?
4. Can we customize the report to display specific metrics or data points that are relevant to our analysis?

Your assistance and expertise in this matter would be greatly appreciated.

[Gizem Gökçe _OBSS_ · Accepted solution]

Hello @anurag.chavan ,

I believe  Timepiece (formerly Time in Status) which is developed by my team at OBSS, might solve your problem. Our app is available for both Jira Cloud, and Data Center. Timepiece mainly allows you to see how much time each issue spent on each status or each assignee. 

For all numeric report types in our app, you can prepare aggregate reports to calculate averages and sums of those durations grouped by the issue fields you select. For example in your case you need total in-progress time per customer. The ability to group by with issue fields is particularly useful here since it allows you to manage and analyze our overall service performance. Please see the screenshot below. 

You can also combine the time for multiple statuses to get metrics like Issue Age, Cycle Time, Lead Time, Resolution Time etc. 

The app calculates its reports using already existing Jira issue histories so when you install the app, you don't need to add anything to your issue workflows and you can get reports on your past issues as well.

Timepiece reports can be accessed through its own reporting page, dashboard gadgets, and issue view screen tabs. All these options can provide both calculated data tables and charts&graphs. And the app has a REST API so you can get the reports from Jira UI or via REST. Also you can export the reports in to various formats easily. 

  

Visit Timepiece (formerly Time in Status) to explore and enjoy a 30-day free trial to experience the full range of features.

If you wish, you can also schedule a live demo. We will provide a comprehensive overview of the application and address any inquiries you may have.

Hope it helps,

Gizem

[Marlene Kegel - codefortynine]

Hello @anurag.chavan,

I am Marlene from codefortynine.

If you want to build the report with data coming from several projects, it is easily possible with the Jira standard gadgets.

Simply create "Filters" which include issues from all projects and then use this filters when configuring your dashboard gadgets.

You can create filters in Jira via "Filters" > "View all issues".

When you build the dashboard with the new filters, it should be able to create the same dashboard which you have built for one project. 

[Ivan Garcia _Appfire_]

Hi @anurag.chavan 

If you're up for trying an app to solve your concrete needs, our app Dashboard Hub Pro can help you.

Have a look at this externally shared dashboard to have a quick look of what your dashboards could look like 👀

You can generate comprehensive reports in Jira Service Management (JSM) that include data from multiple clients within the same project. Dashboard Hub Pro offers robust reporting capabilities that will help you manage and analyze your overall service performance.

Here's how it can address your requirements:

• Aggregated Reports: Create reports that include key metrics and insights across all your clients in a single JSM project, allowing you to get a holistic view of your service performance.
• Excel Export: Export your comprehensive reports to CSV format for further analysis and sharing with stakeholders.
• Customizable Metrics: Customize your reports to display specific metrics or data points relevant to your analysis, such as response times, resolution times, client-specific performance, and more.
• Steps and Configurations:
  1. Install and configure Dashboard Hub Pro in your JSM environment.
  2. Use the app's customizable filters to select and aggregate data from multiple clients.
  3. Design your report using the interactive dashboard features, choosing the metrics and visualizations that best represent your data.
  4. Export the report to CSV format for additional analysis or sharing.
• Permissions and Access Rights: Ensure that users who need to view or generate these reports have the appropriate permissions in both JSM and Dashboard Hub Pro. The app allows for detailed permission settings to control who can access and modify reports.

Dashboard Hub Pro integrates seamlessly with JSM, providing you with a powerful tool to generate detailed and customized reports that help you better manage and analyze your service performance across multiple clients.

I hope this helps you achieve the comprehensive reporting capabilities you're looking for!

Ivan Garcia

[Mehmet A _Bloompeak_]

Hi @anurag.chavan

If you prefer to use a marketplace app, you can try Status Time Reports app developed by our team. It mainly provides reports and gadgets based on how much time passed in each status.

Here is the online demo link, you can see it in action and try without installing the app. You can create "Average in Progress Time by Customer Report" for your JSM project.

For further details, you can have a look at Status Time Reports How to Videos.

App Features:

• This app has a dynamic status grouping feature so that you can generate various valuable reports as time in status, time in assignee, status entry dates and status counts, cycle time and lead time, resolution time, average/sum reports by any field(e.g. average in progress time by project, average cycle time by issue creation month).

• You can search issues by Project, Issue Type, Status, Assignee, Issue Creation/Resolution Date(and any other Date field) and JQL Query.
• Status durations are calculated according to the working calendar you define. Once you enter your working calendar into the app, it takes your working schedule into account too. That is, "In Progress" time of an issue opened on Friday at 5 PM and closed on Monday at 9 AM, will be a few hours rather than 3 days.
• You can set different duration formats.
• You can export reports in CSV file format and open them in MS Excel.
• You can also add this app as a gadget to your Jira dashboards and reach “Status Time” from Issue Detail page.
• You can enable/disable access to Status Time reports&gadgets and Issue Detail page per project, users, groups or project role.

If you are looking for a completely free solution, you can try the limited version Status Time Reports Free.

If you have any questions, feel free to schedule a demo with us.

Hope it helps.

[Danut M [StonikByte]]

Hi @anurag.chavan,

Take a look over this this article; it might be of great help for you: 

https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369

As you will see, with the gadgets offered by our Great Gadgets app you can build dashboards for tracking JSM projects in the way you want, with aggregated data from multiple clients. 

The gadgets are highly configurable and allow you to calculate various metrics, percentages, counts, throughput, cycle time, lead time, CSAT and many more.

You could try with a 1 month free trial. If you need any help, feel free to contact us at support@stonikbyte.com.  

Hope this helps.

Danut. 

[Jack Brickey]

Hi @anurag.chavan ,

question - how are "clients" defined? Are these individual Customers or is there some field defining a group of Customers? This will help secure the best answers here.

Ultimately I think the answer is yes, you can achieve your goal and it would be accomplished using specific filters that isolate issues based on "clients".

[anurag.chavan]

Hi Thank you for your quick response.

We have individual clients using different portal links to create the tickets.

Could you please let me "know How to..?"

Thanks.

BR,

[anurag.chavan]

Thank you for all options.

[Jack Brickey]

Hi @anurag.chavan , it appears you have accepted an answer from Gizem. Are you still looking for an answer here if so you should un-accept the current accepted answer.

1. Is it possible to generate a report that includes data from multiple clients within the same JSM project? You could use various Dashboard gadgets and configure using the Project as the filter. 
2. What are the necessary steps or configurations required to create such a report? Create a dashboard and add desired gadgets, e,g. Pie charts, two dimensional chart, filter results, etc. Configure each gadget to display the desired statistics.
3. Are there any specific permissions or access rights needed to view or generate this report? Yes. When you create a dashboard you can specify which licensed users can access. You can select individual users, groups or roles. You also must do the same for any filters you define and use in the gadgets.
4. Can we customize the report to display specific metrics or data points that are relevant to our analysis? Yes but it also depend on your precise needs. 
   
   

you really should consume the Atlassian documents on dashboards. Start here - add-and-customize-gadgets and navigate thru the various links.