Count of Unassigned Cases by Month

[Terry Gupton]

I'm the manager of a small IT Team who uses Jira Service Cloud to handle support requests. I am somewhat knowledgeable about JQL and SQL and do have admin rights to the project.

The big picture is that our team is receiving more cases than we can handle as evidenced a large number of unassigned cases for at least the last quarter.

We already have SLA for time to respond to a case which we meet around 70% of the time. upper management uses this metric to measure our performance. But those that don't meet the SLA stack up in the Unassigned queue and this queue has grown larger each month. 

We've also been faced with a tremendous number of cases from support to prioritize which once again makes the unassigned cases grow even larger.

Can anyone offer any advice on how to create a report that shows historical data for unassigned cases? Is there way to measure time it takes before a case becomes assigned for any cases that don't match the SLA?

Management is very data driven and I'm looking for anything to show how we are understaffed. 

Thanks kindly for any comments on how to create a report for this predicament.

[Rebekka Heilmann _viadee_]

Hi @Terry Gupton 

with JQL you can find out if the Assignee was Empty (= Unassigned) on/before/during given dates:
assignee was Empty on "2024/01/18"

I don't think that will suit your needs though, as your report will have to have "flexible" dates or dates that depend on Created, (i.e. x days after issue was created). I only know functions that work from the current date.

Is there a reason why some cases don't have an SLA? Could you not just have one for those as well? The SLAs are there to track exactly what you want to know ;)