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Re-assignment Counter

Hi there,

Reassignment count is an important metric for us to understand whether our issues are getting to the right resources first time or bouncing around so we can address and improve those areas.

I expected this to be something available out of the box but I can't find anything. I'm hoping I'm just missing something?

If not, I've created a custom (number) field which starts at 0 as default. Automation detects when the assignee field changes and increments the value. This isn't ideal as the agent can still just amend this value? There could be 50 reassignments (extreme example) which the agent could then just reset to whatever s/he wants... Is there a way to prevent this?

I hope you can help!
Thanks in advance,
Dave

4 answers

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Answer accepted
Daniel Ebers Community Leader May 23, 2021

Hi @David Meredith

when removing the field from edit screen but not from view screen - like Fazila stated previously - the requirement should be absolutely covered!

The basic logic (using automation) is perfect, there is no out-of-the-box solution available - so just keep what you have, this is a very appropriate solution.

Cheers,
Daniel

Hi @Daniel Ebers ,

Sorry if I'm missing something obvious but I can't seem to find a way to do this in the 'Configure' options when selecting fields. Anything I can put in the Agent View makes it editable by the agent. I can move it to Hidden Fields but then the agent can't see it (unless I show it in the list view).

Agent_View.PNG

It's nice that the custom re-assignment count solution is working but it'd be nice if it was just a default metric.

I've posted a feature request here:
https://jira.atlassian.com/browse/JSDCLOUD-10027

Cheers,
Dave

Daniel Ebers Community Leader May 24, 2021

Almost - you need to go to your project configuration and there check how the screens are assigned to the screen scheme which is in use by your project.

Assuming they are all the same you need to copy an existing screen, remove the field that should be "read-only" from that screen and associate an issue operation to the new screen - in your existing scheme.

I managed to get it working like described by doing so.


grafik.png

Specifically the "Edit Screen" (a copy of the DEMO: Jira Service Management Screen) got removed a field - an agent only sees this field as "read only" now.

Regards,
Daniel

Like David Meredith likes this

Hooray!

Creating a separate screen for view issue and edit issue and having 'Assignment Count' only on the view screen worked perfectly.

Thanks for your help with that Daniel there is NO WAY I would have stumbled upon doing that without you.

You're a star :)

0 votes
Fazila Ashraf Community Leader May 16, 2021

Hi @David Meredith 

Could you remove the custom field from the edit screens or transition screens to prevent it from being manually edited?

I can make it a hidden field so that it doesn't show up on the forms... It can still be shown in the list view.

But it's useful information for the agents and potentially customer to see, just not edit it.

Also, is there a native metric that counts number of assignments in Jira or are we left to create it ourselves with automations?

Thanks,
Dave

Hi @David Meredith ,

You can do this with Counter custom fields feature of the Enhancer Plugin for Jira.

It has a feature called Field Change counter and you can use the Assignee field in the configuration.

The Field Change Counter Custom Field calculates how many times that a particular field has been changed so far.

This custom field can be used to sort or search in issue navigator.

Enhancer Plugin for Jira has many custom fields that you can use in your reports and view issue screens.

Screen Shot 2021-05-24 at 11.13.54.png

Please let me know if you have further questions.

Cheers,

Gökçe

Please note that I'm a member of the Snapbytes team who developed the Enhancer Plugin for Jira.

Hi @Gokce Gursel _Snapbytes_ ,

Thanks for the info. We've just started using JIRA in our organisation so we're trying to keep it as OOB as possible initially.

The gaps that we're finding are going onto a backlog for us to consider paying for additional addons next year so I'll keep this in mind.

I'm more frustrated that simple features like this don't just exist in the base product.

Thanks,
Dave

I understand. Good Luck!

-Gökçe

Hi @David Meredith ,

As an alternative, you can try Status Time app developed by our team. By default it provides reports on how much time passed in each status as well as status entry dates and status transition count. However, you can configure report for "assignee" field and see assignee duration and assignee count too.

Here is the online demo link, you can see it in action and try.

If you are looking for a free solution, you can try the limited version Status Time Free. Hope it helps.

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