Jira Service Management reporting not pulling data from a simple JQL, any ideas?

[Fox Campbell]

Trying to setup a basic created vs completed report in Jira Service Management Reporting and I'm having difficulty getting the report to show my completed tickets when the JQL couldn't be more simple (Project = SRE AND Status = Completed). I'm showing 5 results when executing this query anywhere else, but the JSM Reporting Series keeps getting 0 results with the same JQL; my "Created" logic for this report pulls data correctly which makes me even more puzzled.

Any ideas on what could be causing this behavior?

[Mikael Sandberg · Accepted solution]

When your tickets are moved to the Completed status, are you also setting the Resolution field either as part of a post function in the workflow or via a screen? The created vs resolved is relying on the resolution field, not based on the status. The resolution will tell JSM if the ticket has been completed or not.

If you go to a completed ticket you should see something like this if the resolution is set.

[Danut M [StonikByte]]

Hi @Fox Campbell,

Instead of that report, you could also try using some dashboard gadgets. Jira offers two native gadgets that can be helpful: Created vs. Resolved Chart gadget and Recently Created Chart gadget. But, both might not work properly if your resolved issues does not have the Resolution field set.

If you need something more advanced or something that does not consider the Resolution field but just the status, you could search on Atlassian Marketplace for an app that provides such gadgets or reports. 

If you consider the option of using a plugin, our Great Gadgets app can be helpful. It offers some gadgets that can display this info for you.

See also these articles:

• A powerful Reported vs Done chart for Jira dashboards 
• An effective dashboard for Service Desk and Customer Support teams in Jira Service Management 

Danut.