How can I easily measure escalation of issues?

I am trying to figure out how many of my JIRA issues are resolved without escalation.

I assume I can use the assignment value to determine

1. whether the person I assigned the issue was able to resolve without escalation

2. how many touches it requires to resolve issues (of different types)

1 answer

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Something like this?

assignee = "xyz" AND resolution is not NULL AND status WAS NOT "Escalated"

Change the status name as appropriate!

Jobin, you are suggesting we add an escalated status to the standard workflow.

But that is not really a "status" per se - it is more like an attribute of "In Progress" (like a resolution).

We are trying to measure hand offs and first touch.

On a per ticket basis, we can review the transitions and assignment changes, but we are struggling with how to aggregate this information up by Assignee or Team.

For example for a given assignee, I want to see how many issues of <Issue Type> that person can resolve without assigning it to another person. What percentage of issues by project, etc.

I see! So you want to find issues where assignee is not changed? Is the assignment done during creation or you use the assign operation to assign the issue to someone initially?

For the issue type I am most concerned about, it is done during creation.

And the reporter is generally responsible for resolution of that issue.

I don't know about a generic JQL to do this. You can find out issues where assignee was changed from a given user to another given user like this:

assignee changed from "xyz" to "abc"

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