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How can we do a reports for those support person assigned to their departments?

We have created initial view of reports but doesn't have a correct JQL query yet. We have tried the following queries for Level 2 and Level 3 support on their designated department  and these are the following JQL each of them


l2 and l3 reports.PNG

L2 = Level 2 Support

L3 = Level 3 Support

ICT Group = This is a group where the L2 and L3 are.

Total of Tickets =issuetype in ("[System] Incident", "[System] Service request") AND assignee in (membersOf("ICT Support Group"))

Service Delivery = issuetype in ("[System] Incident", "[System] Service request") AND Department ~ "Service Delivery"

Solution Management= issuetype in ("[System] Incident", "[System] Service request") AND Department ~ "System Support"

Data Science and Analytics= issuetype in ("[System] Incident", "[System] Service request") AND Department ~ "Data Science and Analytics"

Information Security = issuetype in ("[System] Incident", "[System] Service request") AND Department ~ "Information Security"

Governance = issuetype in ("[System] Incident", "[System] Service request") AND Department ~ Governance

No Department = No JQL yet

Other Department = No JQL yet

1 answer

0 votes
Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Apr 26, 2023

@Mela -

Using JQL, you can report on the department field only if the field is associated/captured as the issue meta data attributes at each issue level.  If the field/value is not associated to the issue, but it is a part of the user profile attributes, then it is not possible out of the box.

You will need to see if there are any third party add-ons via Marketplace that support the ability to extend the JQL functionality.

Example - Scriptrunner for Jira (an excellent add-on which allows you to extend/customize Jira/JSM applications functionality - including JQL without extensive codings) -

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

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