We have a Jira Service Management Project A which collect customer tickets. If we cannot resolve a ticket in Project A, we escalate by creating a ticket in Jira Software Project B, then link both tickets together.
We would like to create a report on "Number of tickets in Project A got escalated to Project B in a month". This seems cannot be done by default. It seems some plug in Apps can report on linked issues, but I am not sure if they can create summary on total count of linked issue as we need.
I will be appreciated if you can point me to the right direction or give me some idea. Thanks.
Hi @Terry Zhang ,
Can you please confirm whether creation of ticket in project B is manual process or it is created as part transition post function.
we escalate by creating a ticket in Jira Software Project B, then link both tickets together.
Additionally, other approach is create a single select field called Escalation ( with Yes or No values ) and add this field in transition screen of Done/Closed transition of project A workflow. Also add field required validator with this field so that users will fill Yes or No while closing the project A.
With this approach, you can simply run jql like Escalation = "Yes" AND created >= -1m to get the list of escalated tickets.
Thanks, I think this approach will work. I have created the custom field Escalation. But I would like to setup automation rule to set Escalation = "Yes". Since it's possible for a ticket in Project A to link to tickets in the same project or other projects. I need to test the link is between tickets in Project A and B. How do I determine the project with JQL?
For those issues (in project A) escalated, do you have any other metadata tag for those issues (i.e. in a specific WF status etc..)? uniquely identified them. If so, you can construct a JQL search and include the "Linked Issue" field in the result output to pull those issues in project A.
I believe this will be the easiest route without any add-on.
Hope this helps.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Infrastructure Applications Team
Conduct your query to pull from your JSM project and obtain the results of issues that have linked issues field, then export it to CSV for further analysis.
In our env, we handle escalation of JSM issues by tagging the issues with some custom fields (where agent/process creates Jira Software project issues - i.e. tech team project, then link it back to the JSM issues).
This allows us to create queue that can show all the JSM issues (escalated) in the JSM project for reporting. We also have filter query pulling the same information + CSV export for further reporting as needed.
The key thing is that you need to have someway where you can tagged those JSM escalated issues in question, thus you can identify them and not just rely on issue links information.
Hope this helps.
You don't need to export the data to CSV if you create a queue in your JSD project after you have implemented some process (i.e. via custom field) where you tagged all the JSD issues where they are escalated.
Afterward, you can report against the JSD queue.
Hope this helps. Also @Avinash Bhagawati _Appfire_ made a great solution for tagging the JSD issues.
Hi @Terry Zhang,
You could get the report with JQL. With standard JQL, you can only get a list of issues with links and export them to Excel for further processing. This works if you want to do a one-off analysis.
Standard JQL doesn't easily allow it, but you can find the results quickly using our professional indexing service:
After you install the app, you can simply search:
project=A AND issue in linkedIssuesOfQuery("project=B and created > -30d")
Check out the documentation to see more examples.
I hope this helps!
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