How many tickets did I work?

[Paul Prata]

Looking to determine if a JSM query can be designed within the tool to show the # of tickets my group worked on. Create by Helpdesk and routed to my team. 

If my team updated the ticket

If my team closed the ticket

If my team reassigned the ticket

Basically, any ticket that went to my team I would like to develop a query within JSM if possible, to run these numbers.

[Chris Rainey]

Hi Paul,

I'd suggest looking into utilizing the Team field and assigning Jira issues to a team. I believe you'd then be able to run queries on the Team field using JQL and could get the numbers you're looking for. 

[Paul Prata]

Is that the Assignment group field? 

[Aaron Pavez _ServiceRocket_]

Hi @Paul Prata 

I think you should rethink how you report here. You cannot report on the TEAM field like you mean to because the TEAM field doesn't do edits or work on any Jira issues—only users.

You can run the JQL to check if a particular team is assigned or selected in a Jira issue.

To report, you will use JQL and dashboards.

> If my team updated the ticket

For example: updated >= startOfDay() and updated <= endOfDay() AND "Team[Team]" = c8cb00c1-7cf1-4172-96f4-a21bc369f47f

This will bring all tickets where team ADPB is selected and updated after the start of day and before the end of the day.

> If my team closed the ticket

Same as above with team = team and closed 

"Team[Team]" = c8cb00c1-7cf1-4172-96f4-a21bc369f47f and status = Closed and resolved > startOfDay()

or resolved < endOfDay()

> If my team reassigned the ticket

"Team[Team]" = c8cb00c1-7cf1-4172-96f4-a21bc369f47f and assignee CHANGED AFTER startOfDay()

Let us know if this works!

Regards

[Paul Prata]

Hi Aaron, we do not leverage TEAMS options as we created a custom Assignment group field to assign tickets to a Team/Group. Do you think if I change Team to Assignment group this will work? 

[Aaron Pavez _ServiceRocket_]

Hi!

Yes, that will work. Change the TEAM field in my JQL to the custom field you have.

Regards