How to Build a burn down report for service desk

RSavage_stellarindustrial_com March 11, 2024

Hi, I have teams working in queues for customer request.  Those request come in via email and into Jira service desk.

We are looking to create a burndown report and chart.  Has anyone done this and can share?  I see video on doing it in Jira but not service.  Thank you in advance.

2 answers

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Danut M _StonikByte_
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March 11, 2024

Hi @RSavage_stellarindustrial_com,

As far as I know, the burndown report in Jira Service Management is not available unless you also have Jira Software.

But, you can easily generate a burdown chart by using the Release Burndown Burnup Chart gadget offered by our Great Gadgets app. This gadget does not requires an agile board; it works with a filter of issues instead.  

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The gadget is highly configurable, you can use it as a burndown chart or burnup, allows you to include subtasks, can calculate by issue count, story points, time estimates or any numerical custom field and can make forecast.

See how to use this gadget, along with the many other gadgets offered by the same app, in these articles: 

Hope this helps.

Danut

 

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Jamie Cordeiro
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March 11, 2024

Hi, I have teams working in queues for customer request.  Those request come in via email and into Jira service desk. Publix Passport

We are looking to create a burndown report and chart.  Has anyone done this and can share?  I see video on doing it in Jira but not service.  Thank you in advance.

Hi,

You want to build down report for service desk. You have to follow some step. Here are step:

  1. Set up your board with an estimation factor (e.g. story points).
  2. Enter estimates for all issues in your queue.
  3. Go to Reports > Burndown Chart and choose a sprint or time frame.
  4. Generate the chart and use it to track progress.

I hope this will help you.

Best regard,
Jamie

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