Support Board - Visibility of Different Support Levels

[Paul Fanning]

Hi All,

I'm wondering if anyone knows the best way to go about getting visibility for different levels of support level's for a project in Jira?

For this example there is 3 levels to the support teams:

Support Level 1 (Default) - First Level Support

Support Level 2 - Second Level Support (More experienced users)

Support Level 3 - Third Level Support (Development users)

We already have Support Level 1 as-is because it is the default.

We would want to see when issues are going to Support Level 2 and Support Level 3 and report this for Live open issues and for closed issues in the last month.

I've looked into a plugin to do this - But wondering if there is a better way to go about doing this in Jira.

Thanks in advance for the assistance / guidance you can provide.

[Kian Stack Mumo Systems]

@Paul Fanning, 

Are you just tracking this using a custom field?

Thanks,

Kian

[Paul Fanning]

Hi Kian,

Yes we introduced a custom field to track the Support Level - But it's difficult to get any metrix on this via reporting from what I can see from intial investigation.

Regards,

Paul.

[Kian Stack Mumo Systems]

What sort of reporting do you want to do?

Jira does provide out of the box dashboards which can be configured to highlight specific information about groupings of tickets.

For example, if you want to get a break down of open tickets by support level, you could create a filter as follows:

"Support level" is not empty and resolution is not empty

If you want a filter to show the closed issues:

"Support level" in ("Level 2", "Level 3") and resolutiondate >= endOfDay(-30)

Then you can create dashboard gadgets like the pie chart to show the breakdown of your tickets at the support levels.

[Paul Fanning]

Hi @Kian Stack Mumo Systems ,

The problem is we would want to get a breakout of the issues by Support Level and this appears to be difficult to do via reporting in Jira.

It seems like if you have a custom field you cannot easily get reports on it.

I want to get visibility of 2 things to begin with:

Open Issues by Support Level - So a number count for Support Level 1, 2 and 3.

For closed issues - I want to get an idea for the numbers again.

So for closed issues for a date range. What issues were in Level 1, 2 and 3.

This appears to be difficult to implement in Jira reporting.

[Kian Stack Mumo Systems]

I'm not sure I understand where the issue is. You can get those exact statistics using the pie chart gadget in combination with the proper filters.

[Paul Fanning]

How do you get a pie chart gadget?

When I create a report in Jira I only have  set number of options and I see no Pie Chart gadget. (Predefined Range (Created / Resolved), Customer Satifaction report and Time metric reports - No pie chart in any of those that I can see - So you may have to point me in the right direction.

[Kian Stack Mumo Systems]

@Paul Fanning, 

Please review the Atlassian documentation on dashboards and how to use them. I think you'll find it useful for what you are trying to achieve! If you still have a question about how to configure the pie chart after reviewing the documentation I'm happy to help.

[Paul Fanning]

Thanks @Kian Stack Mumo Systems ,

I was within a project and looking at the reporting section within that project not the dashboard reports within Jira in general - That's where my confusion was coming from.

I should be able to create a Dashboard to get the visibility I am looking for.

Cheers for the advise.