List the tickets which has severity updates

[Murat Oz]

we are using jira service management cloud for customer support tickets and eazyBI for reporting. I want to list the tickets which has opened and severity as critical and severity is degreeded to serious or minor. 

I want to list the lickets for which severity field has changed. how can i do it on jql or eazyBI. 

I'am getting this error when i run on jql 

History searches do not support the 'Severity[Radio Buttons]' field."

heres the JQL 

project IN ("Support - XXXX ")

AND created >= 2024-01-01 AND created <= now()

AND "Severity[Radio Buttons]" was 1_Critical AND "Severity[Radio Buttons]" != 1_Critical

ORDER BY assignee ASC, issuetype ASC, updated ASC

[Marita Norvele]

Hi @Murat Oz 

Radio button is a single select field, so you can track the change history for this field in eazyBI.

1)Go to Source Data -> Edit -> Custom fields. Find "Severity" customfield & click on "edit" next to it.

You will need to add the following settings in the advanced settings in eazyBI:

2) Once this has been added, you will need to do the double import:

• First, run the import without customfield "Severity" (if it has been previously selected you will need to uncheck it)
• once the import has finished successfully, go back to import options
• select "Severity" customfield for the import (dimension, property and value changes) and
• run the import again

3) Then you can create a report to show tickets where severity was changed from Critical to other values.

• add Issue dimension to Rows, select "issue" level member
• create new calculated measure "Transition form Critical" using the following formula:

Sum(
  Filter(Descendants([Issue].CurrentMember,[Issue].[Issue]),
    [Measures].[Issue Severity]<>"Critical"
  ),
  CASE WHEN
    Filter([Severity].[Severity].Members,
      ([Measures].[Transition to first timestamp],
      [Transition Field].[Severity])=
      ([Measures].[Transition to first timestamp],
      [Transition Field].[Severity],
      [Severity].DefaultMember)
    ).item(0).Name="Critical"
  THEN 1
  END
)

• You can then left-click on "Transitions from Critical" and apply filter > 0 to only return Issues that have transitioned from severity "Critical" to another severity.
• Additionally, you can add "Issue Severity" property to show the current severity of an Issue.
• Optional: add other dimensions (Project, Time) to Pages for easier filtering

If you need any guidance on how to do any of these steps, please do not hesitate to reach out to support@eazybi.com

Best,
Marita from eazyBI support

[Jack Brickey]

Hi @Murat Oz , it appears that you or another admin has created a radio button custom field for Severity. As the error indicates history queries are not supported on radio buttons. You could change to a single select field type or consider leveraging the Priority field.