We have many reports tracking various things and two of the most important indicators are 1. # of tickets OPENED (assigned to you, taken by you, created by you.) per day.
2. # of tickets CLOSED/RESOLVED per day.
Those are big indicators of who is working, cherry picking, working on projects, consistent top performers, and the make up tickets to look gooders etc.
What I want is one more indicator to show: # of tickets that a user has assigned to other users throughout the day. It will tell me whose eyeballs are DIRECTLY on the queue day in and day out, putting the team on their back.
This answer is very helpful indeed but I ran into a snag. Ultimately I want a Pie chart showing a team of people and how many tickets they each assigned out during the day. It only seems to work for a single person if all you're after is the list of tickets an individual assigned but the moment you add another person/list of people it becomes disorganized data. Any thoughts on fixing that portion?
It looks like @JiraJared has you covered from a JQL point of view. I cannot (choose not to) resist adding my two cents on this query in a ore general way.
The best teams are not filled with identical workers. Teams should have team members where everyone puts in effort equivalent to their remuneration but this may look like some people doing more than their "fair share" of organising, investigating, planning, closing etc.
Thanks for your comment.
Metrics are not everything in IT; I agree with you there. We have levels 1-3 regarding the IT specialist role and some agents are assigned to big projects or admins over specific services. It's not entirely a cookie cutter role but the core shared responsibilities are. There is a base-line expectation that everybody comes in alert, responsive to emails, chats, incidents, and the ticket queue. The best people on the team are often taking more initiative on the base-line and on projects.
Data is power and we can use that power to help our team grow and scale more effectively. We have those that are more investigative and detailed and spend more time per case but their work is exceptional and their initiative is fantastic. We don't want to shove everybody in a mold and I promise you that we don't. If somebody comes in and closes 3 tickets a week then we have a problem and we look at EVERYTHING to give them the benefit of the doubt. What projects have they been busy with? What's going on in their personal life, Have we provided enough training and set clear enough expectations? No company does work-life balance and people management better than we do.
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