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Jira tickets statistics

Edited

Hello
I would like to have statistics in the dashboard (or elsewhere) in order to extract data for the reports, concerning how long on average that the tickets are in a status in order to have statistics by customer.

For example, for customer A, I would like to know how long on average the tickets stay in the status "waiting for customer" in order to be able to tell the customer if he responds quickly to our tickets or not.

Is it possible to make a dashboard or use any filters to extract this information?

Thanks

3 answers

3 votes

@Emmanuel F-D 

I agreed with @Fabian Lim suggestion.  Have you look into the reporting functionality associated with JSM project?  You can create custom reports based on Time Metric Series elements and apply filter by custom JQL or JQL from SLA Goal options.

Here is the link on JSM reporting functionality - https://support.atlassian.com/jira-service-management-cloud/docs/discover-new-trends-with-service-project-reports/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

2 votes
Fabian Lim Community Leader Apr 26, 2022

Hi @Emmanuel F-D

Unfortunately out of the box you don't have many options. You can try different reporting plugins such as time in status, eazybi, custom reports for jira, etc from the marketplace.

Regards

Hi @Emmanuel F-D 

Thanks @Fabian Lim for suggesting eazyBI!

In the eazyBI app, you can create a report using the Transition Status dimension in Pages to filter by the "Waiting for customer" Status, and Average days in transition status measure from the Measures dimension in the Columns section.

avg-days-in-transition-status.png

When the report is saved, you can add it to your Jira Dashboard with the eazyBI report gadget.

If you have any questions on this, feel free to reach out to us at support@eazybi.com.

Best regards,

Nauris / eazyBI support

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