You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
For each of our customers we set up a separate service desk project (not sure about the reason yet).
Is there any way to get to some reporting across all those projects?
I'm thinking of the following reports in particular
Everything else I managed through existing gadgets on a dashboard, but for those three I can't figure anything out by myself.
Hi @Christian Happel ,
If you're up for a commercial app, we provide Dashboard Hub for Jira. With over 70 different gadgets, all our Jira Service Management gadgets are multi-project. You can see an example in this live dashboard (you can share dashboards internally, externally or with users of the Customer Portal)
Hope this helps!
@Christian Happel Welcome to the Atlassian community
There is not a specific SLA gadget in the dashboard. Since the majority of the gadgets use filters you can write your own JQL to get information about SLAs. Here is a link about writing JQL for SLA information https://support.atlassian.com/jira-service-management-cloud/docs/use-jira-query-language-jql-to-create-service-level-agreements-slas/
Once you have your filters in place you could use any of the gadgets to display your data.
Thanks for those two links Brant.
Unfortunately they don't help me much.
I'm not looking for a way to display a number of tickets that meet certain criteria.
Instead I'd like to have a report as it is available in a specific Service Mgmt project, just calculating the KPIs across multiple projects.
I’m more than happy to use a dashboard for that if you could give me another hint on how to do that!
I already used your earlier hint and calculate the number of tickets that breached the SLA in the last month. But how do I calculate a percentage of tickets, e.g. comparing the number of tickets that did breach the SLA to the total number of tickets?
@Gabriele Cecco No. We ended up consolidating all support projects into just one and the same. This way we could set up SLAs still differently per customer (based on the Organization field) and have reporting across all customers the same way.
I should point out though that we didn't make this move of consolidation because of the SLA calculation. Having our support team deal with many different support projects just wasn't working effectively. Having just one queue now makes keeping track of tickets a lot easier of course.
This consolidation allowed us to have common KPIs across all customers, which then also drove additional improvements leading to a much smoother support experience and a reduction of tickets per customer.