There are predefined series of data in Jira Service Management called 'Created' and 'Resolved' with a number of filters. I have a list of assignees as a filter. How does the data work as we are seeing anomalies with the created and resolved data?
Created simply reflects issues created, e.g. project = abc will show all issues created for the ABC project. Resolved is defined by setting the Resolution field, e.g. project = abc and resolution is not empty will yield all issues in project ABC that has been closed w/ a Resolution set.
Hi Jack, thanks for your response. Hopefully you can help me i have created a custom report with e.g Service Requests created with a filter of 2 agents and Service Requests Resolved with said same 2 agents in filter. My understanding is that this data so tally if Service requests assigned to those two agents and closed by the same agents in a particular month?
Yes based upon some underlying assumptions. If you can reliably say that the assignee is the one that actually resolved the issue then that should work. In my world this is mostly true but I have seen, for example, where Fred is assigned an issue and resolved the issue but the assignee was changed at the end. This scenario would mean that Fred would not get credit for resolving the issue.
That report could certainly be used. Personally I like the two dimensional gadget available on dashboard. I would create a filter like below...
project = abc and assignee in (Bob, Sally) and created date > startofmonth()
then set the y-axis to assignee and x-axis to status.
this will give you a table of #issue by status for each of the two assignees.
Now if you want a chart you can use the report in JSM that you are currently using or consider the Created vs. Resolved gadget in dashboards for that I would create a filter like this...
project = abc and assignee in (bob, Sally)
This gadget allows you to set the historical time frame , e.g. 30d, 60d, 90d. Note that the above will exclude any issues that have not been assigned. So let's say 100 issues were created since the start of the month to 'now' and 25 are assigned to Bob and 15 to Sally, 10 are currently unassigned and the balance are assigned to others. you will only see 40 issues created for the month. Likely obvious.
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