Request for Reporting on Organizations detail fields in Jira Service Management

[Pedro Lima]

I am currently managing a list of Organizations within Jira Service Management, where each organization has several detailed fields configured (as per https://support.atlassian.com/jira-service-management-cloud/docs/manage-customer-detail-fields/)

I would like to request assistance in generating reports based on the information stored in these Organization detail fields. My goal is to be able to report on the Organizations, regardless of whether there are issues associated with them or not. 

Could you please advise on the best approach to achieve this, or if there are any existing functionalities or plugins that can facilitate this type of reporting?

[Anusha A]

Hi Pedro,

Thanks for your question. 

I'm totally aligned with the response by Lisa. We are tracking the below feature requests with our developers-

• Add "Organization" field on "Statistic Type" option for Issue Statistic gadget
• JSDCLOUD-6383: Add Organization as Statistic Type for dashboard reporting

Regarding the feature request, it is currently marked as "Future Consideration," indicating that there is a plan to implement it in the near future. We recommend that you watch and vote on the request to increase its visibility to our Product team. If you have additional feedback about this request, please feel free to comment on the feature request mentioned above.

If you like to create a report based on the organization field and add the Jira service management report to the dashboard. For instance: If you have unresolved tickets split by organization, then you can set up a report with a separate series for each organization using the following JQL:

Organizations = <name of org> AND resolution is EMPTY

For more information on custom reports and how to create them, please see the following:

• What are custom reports?
• Create a new custom report

Hope this helps.

Regards,

Anusha A

[Lisa Forstberg]

Nice to hear Anusha!

These features are sorely needed, but I think we need to take it one step further. When users like @Pedro Lima  here can create attributes on Organisations, f ex country, region, organisational tiers (premium, gold, silver, etc) then they quickly get the need to create reports based on those attributes.

How many open bugs per tier in a piechart or issue statistics.  Tiers vs status in a 2 dimensional gadget...you name it. Allowing the dashboard gadgets to use these new attributes (details) will really create some awesome value. 

Also...kinda surprised that Org and customers attributes are not integrated with Assets, like services are? 

all the best

Lisa

[Lisa Forstberg]

Hi @Pedro Lima

Welcome to the community!

The organisation detail and the customer detail are fairly new features in JSM. You add new "attributes" these items and then can populate and consume this information in the tickets.

There is no specific reporting capabilities attached to this I am afraid. Yet. I would imagine that many more users have the same need as you and wouldn't be surprised if we get it in the future.

As for now, you can create queries based on the details.  Any report based on a query/ filter is possible. (For dashboards or under Project panel > Reports)  see: 

https://support.atlassian.com/jira-service-management-cloud/docs/create-queues-based-on-customer-details/

and when you can query on it you can also create different SLAs and SLA reporting can be utilised

https://support.atlassian.com/jira-service-management-cloud/docs/create-sla-goals-based-on-customer-details/

You cannot yet use an organisational detail in gadgets like Pie chart, Two dimensional filters, Issues statistics or so.

best regards

Lisa

[Danut M _StonikByte_]

Hi @Pedro Lima,

What info do you want to display in those reports?

Could you please provide an example/mock-up to better understand your needs?

Thank you,

Danut Manda