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 = 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
@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) - https://marketplace.atlassian.com/apps/6820/scriptrunner-for-jira?tab=overview&hosting=cloud
Hope this helps.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Technology Applications Team
Viasat Inc.
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