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Does anybody know if I can get all common issues for 2 months back?

I want to measure with issues or request my client keep placing on our service desk. 

Is that possible to solve within an easy way?

 

Regards 

3 answers

2 accepted

1 vote
Answer accepted
Alex Koxaras Community Leader Nov 08, 2021

Hi @Khaled Arafat 

Apart from what @Joseph Chung Yin suggested, I would also suggest a solution within Jira. It will involve:

  • Creating a JQL
  • Placing a gadget on a dashboard

For starters I would use the following JQL

projectType = service_desk and created >= startOfMonth(-2) AND created < startOfMonth()

to get all my service desks and all issues created within the last two months. Of course you can modify the above to your likings.

Then I would place a gadget on my dashboard (or create a new one. That's up to you) and add a FIlter Count gadget. It has a little work to place all your request types, especially if you have a lot. The final result would look something like that:

filter counts dashboard.png

 

The above would give you a good idea of the request types your customer creates within the last two months.

If you want more power then either:

 

Hope something from the above helped you :)

0 votes
Answer accepted

@Khaled Arafat -

You can uses JQL (via issue search) to query the issues associated a specific request type.  I am assuming "all common issues" are associated to a request type that you are looking for.

Here is the JQL example -

project = <your JSM project> and "Customer Request Type" = <your JSM Request Type>

Afterward, you can export the result into CSV and use Excel to further conduct analysis.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Hi @Alex Koxaras @Joseph Chung Yin  

The solution is a combined of your 2 answer the JQL project = "IT service desk" AND "Request Type" = "New equipment (ITSM)" AND created >= startOfMonth(-2) AND created AND created < startMonth().

 

Thank you 👍

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