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I'm just wondering if there is any way to see which cases  keep coming  in JIRA queue 

 Most popular cases example VPN issue ,Teams or Outlook. 

3 answers

0 votes
Joe Pitt Community Leader Apr 19, 2021

You would need a searchable field like a select list of the common types and an 'other' option. You could have the reporter select it or whoever initially works on it could set it.

I don't like labels because there is no control of what people type. 

I don't get exactly what you mean sorry, are you talking about the filter or something else?

My manager wants to see the most popular cases.

0 votes

How are you recording the data that a case came from a particular place?  A custom field?  Components?  Labels?  Issue types?  Project?

I'm recording all the data on a particular project, in this project, we have 3 queues och and some filters which show resolved ticket last week or resolved ticket by a specific person.  

 

I want to see what are the common issue which keeps coming in a particular project

Do I need to check the summery ?

example  summary !~ "VPN issue " ?

I don't know what you should check - you have not said how you are recording where a case comes from.  If you want to find, sort or group issues by where they came from, you have to have something that tells you where they came from on the issues.

Most of us would do it with a field, but you could also be inferring it from data.  If you're going to infer, you'll need to tell us what the rules for inference are (for example, "if Dave is the reporter, we know it came from the HR department via email because that's all he ever does")

Joe Pitt Community Leader Apr 20, 2021

As @Nic Brough _Adaptavist_ said you need to either be recording or inferring. If inferring from the summary, like you mentioned I don't know how you would build a filter to catch all the variations people may put in the summary. 

I'm able to create a filter to sort my issue in a way that I really want, I want to see what are the common issue which keeps facing our end users.

The only solution which I found out to create a label to tag the most common issue but this solution, not the easiest one. I still need to go through all cases that I think are more popular and tag them.

Joe Pitt Community Leader Apr 21, 2021

I suggest you create a select list with the most common issues and a 'other' option the reporter can set or one of the support staff can set when they work the issue. That way you won't need to go back and flag every issue after the fact. 

Yes, that's the whole problem we're getting at - you can't search for information you have not put into the system.  So we kept coming back to how you are capturing the route things arrived by.   Labels is one way of adding the information, but yes, very manual. 

But now you're entering that data, the answer becomes very simple.  You can now run filters like "label = 1", "label = dave", "label = red", but for a bit more clever, you could do something like "label in (1, dave, red)", save it, and use it in reports.  For example, a dashboard gadget called "filter statistics" enables you to select a field (labels) and a saved filter, and then every time you visit the dashboard you'll get a bar chart showing you how many issues have each label (and click on the numbers to drill down)

I will start with creating Labels and tag them with issue type or issue name for new cases. but for the previous cases, I'm still not able to handle them in this scenario I need to gå through all previous cases and tag them.

 

Then I will start with creating a filter for these labels.

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