Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Creating report with grouping by custom field

We have a custom field setup for a customer group code. Multiple customers can have this code, so the help desk person fills it out when they take a call and open a ticket. This is  simple number field.

We would like to setup a report for this in order to find out which 'customer groups' are opening the most tickets over a certain time period.

We also have a custom field for 'ticket type' which includes various support reasons. It would be ideal to have an additional report that breaks down the total tickets by each customer group into these types, but my intention is to get the above report working first.



1 answer

Hi Steven! How are you doing?

Let's see if I can help you.

If I understood correctly, you want to have a report of created tickets created, and know how many were created by each Customer Group, which is a Custom Field, right?

If this is correct, you can do the following:

Go to your Reports, and select the option to create a new report.

Name it, and Select the option Add Series.

In the new Screen, select:

Created as Series

Label it's the name of the series you're creating (It can be, for example, Group #)

Filter by you can use a JQL, to filter by "Customer Group = #"

Screen Shot 2021-04-23 at 18.53.32.png

Hope this address your issue.

Best Regards!

Hi, this is helpful but is there any way to select all possible values for this field? These are manually entered by the service desk and groups can be added and removed by another business unit, so we only know current ones when a user calls in with an issue and it is entered.


Something like a wildcard character or option that would enter every possible 'customer group' value for the series.

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

JSM Jira Automation: How to Send SLA Breached Notifications

Hi Everyone, In   this tutorial,  we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached.   SLA Threshold Trigger The SLA t...

797 views 5 13
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you