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What is the JQL for Service Desk Team Shift Wise

Maeneth March 31, 2024

Hi,

I wanted to create a Filter for every Shift. There are 3 Shift i a day as below.

Shift 1 = from 5:00 AM to 9:00 AM

Shift 2 = From 9:00 AM to 6:00 PM

Shift 3 = From 6:00 PM to 10:00 PM

Purpose of this filter is I wanted to create a Dashboard of how many issues coming on every shift, Issue types, priority, SLA and status. 

can someone help me on this?

Thank you,

2 answers

1 vote
Stephen Wright _Elabor8_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 31, 2024

Hi @Maeneth 

I assume these would need to be dynamic (i.e per day, based on that day)?

You could try using startOfDay() and endOfDay(), and use hour parameters to find the issues created at certain times?

These should look like this...

Shift 1 = from 5:00 AM to 9:00 AM

  • created >= startOfDay(5h) and created < startOfDay(9h)

Shift 2 = From 9:00 AM to 6:00 PM

  • created >= startOfDay(9h) and created < startOfDay(18h)

Shift 3 = From 6:00 PM to 10:00 PM

  • created >= startOfDay(18h) and created < endOfDay(22h)

Note: I've assumed that the shifts end before the next shift starts, i.e Shift 1 ends at 8:59am if Shift 2 starts at 9am. Otherwise there will be issues appearing in two Shift queries.

Ste

0 votes
Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 31, 2024

@Maeneth -

I agreed with @Stephen Wright _Elabor8_ suggested.  By using the out of box "startOfDay()" and "endOfDay()" JQL functions, you should be able to obtain what you wanted.  However this is focusing the day, which means that the results from the query will change automatically for each day and a dashboard.

Out of the box, if you are trying to get a historical trend reporting, you can export the search results using (i.e. startOfMonth() and endOfMonth() etc..) into Excel and generate your reports.  

Otherwise, you will need a third party add-ons where you can search for in Atlassian Marketplace - https://marketplace.atlassian.com/search?hosting=cloud&product=jira-service-management&query=report to give you the enhanced reporting needs.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

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