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jql queries or reports for comparison between ticket coming on queue

  • How many tickets were received directly on 2nd level queue
  •  how many were forwarded to us from 1^st^ level 
  • how many were forwarded to us from other service areas/2 request comes

1 answer

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Iago Docando Community Leader Feb 09, 2021

Sadly it is impossible to give you a difinitive answer with the information you're providing.

* how are customers registering the tickets? service desk?

* how are they choosing to contact 1st or 2nd level? different portals?

* what parameter defines the current escalation level?

* what parameter defines the "service area"?

@Iago Docando  these query solved by creating JQL Query




Iago Docando Community Leader Feb 25, 2021

Still impossible to answer with the information you provide... I asked you 4 questions and you've answered none of them.

In order to define the JQL you're looking for anyone would need to know what custom fields, statuses, sources... are involved in the whole proccess.

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