Qualatative reporting in Jira Service Management

[James Pickard]

Hi, just joined this group.  Work for a company using Jira Service Management (my area) but also use Jira Software and Confluence (software development area).

I'm looking for recommendations on reporting tools for Jira Service Management.  I've found the in build reporting tools to be very limited to quantitative type reports (how many), not qualitative (what type) etc.

We're using JSM to manage our service and support for medical devices and want more granular reporting based on types of devices etc.etc.

I see there are plenty of reporting apps available, most paid versions.  I'm hoping someone might be able to recommend one that gives us a little bit of power, but not overly complicated?

I'm a service/support person, not a software engineer/DB admin etc.

many thanks

[JiraJared]

Hey @James Pickard ,

Are you using Cloud or on-premise?

[James Pickard]

Sorry!  should have mentioned.  Jira Service Management cloud hosted.

We host Jira Software and Confluence in house

[Pronto Software]

Hi @James Pickard 

You’re quite right, quantitative reporting is difficult to effectively achieve without an add-on or brewing your own plugin. DB queries won’t get you very far either. This is true across the platform, not just JSM. Won’t go into detail, the reason relates to webapp platform structures being Content Management Systems – not – enterprise facing processing systems like accounting or document management systems. You can aggregate and report the living daylights out of these, but they shouldn't be used as websites (especially public facing).

If you try some Jira Dashboard gadgets with tabulation rows at the end of display lists you might get close to what you’re hoping to achieve. The gadget Two Dimensional Filter Statistics is one of my faves and there are a handful of others. These run from saved Filters, which you need to construct under the Issues Search area. Get the search filter returning the right list of issues/requests, save it, then use it on a Dashboard Gadget to see count values.

Another spot that aggregates and counts are column headers on Boards, and a couple of spots on Sprint screens (again, good saved filters are key). These are a definitely not reports, but if you’re just after a number here and there, they might do the job.

All of the above is part of Jira Software, but it will work with JSM. Linking server to cloud is outlined in this Doco:
https://confluence.atlassian.com/cloud/link-to-server-apps-from-cloud-744721656.html

Hope this helps or at least provides a bit of insight.
Cheers,
Peter Q

[JiraJared]

Hi,

This is where Atlassian are starting to make the move in the right direction whereby getting data into a BI tool where you can manipulate your own dashboard and reporting requirements becomes feasible

Cloud: https://community.atlassian.com/t5/Jira-Software-articles/Introducing-Atlassian-Data-Lake-for-Jira-Software-Early-Access/ba-p/1584438

Server/Data Center: https://confluence.atlassian.com/adminjiraserver/data-pipeline-1027142324.html

[Pronto Software]

Hi @JiraJared 

That is a good move toward analysis and reporting. Another pipeline product, different approach though, giving management oversight, is Team Central on the Point A program...

https://www.atlassian.com/point-a

[Gorka Puente _Appfire_]

Hi @James Pickard

We provide a commercial solution called Dashboard Hub for Jira. I think it has the features you need, it's easy to use and it comes with pre-defined templates you can use, for example for ITSM, check this live demo https://bit.ly/ITSM_dashboard

And it provides more than 60 different gadgets/metrics to build your own reports. If those are not enough, you can build your own custom charts too.

And since you have data in server/data center and in cloud, you'll find the Hybrid Dashboards handy. Next week we're releasing a new version that allows you display information from server and data center instances right into your cloud dashboards :)

Let me know if this helps!