Grouping helpdesk tickets by region

It is possibly to group the helpdesk tickets by region or customer tier

For a simplified example, if Jira is set up with a select custom field named Country with the following options

Australia
Brazil
China
Canada
France
India
Japan
Germany
Russia
United Kingdom
United States

You can define multiple filters according to the region

Region	Countries	JQL
Asia	China, India, Japan	countries in (China, India, Japan)
Europe	France, Germany, Russia, United Kingdom	countries in (France, Germany, Russia, "United Kingdom")
North America	Canada, United States	countries in (Canada, United States)
South America	Brazil	countries in (Brazil)
Oceania	Australia	countries in (Australia)

Combined reporting across multiple projects

A scenario is to for management to track the number of user stories completed by each team in the current month.

You can define multiple filters and feed them into the Multiple Filters Chart Gadget

Team	Project	JQL
A	Mercury, Venus, Mars	issuetype = "User Story" AND resolutiondate >= startOfMonth() AND project in (Mercury, Venus, Mars)
B	Ruby, Diamond, Sapphire	issuetype = "User Story" AND resolutiondate >= startOfMonth() AND project in (Ruby, Diamond, Sapphire)
C	Zeus, Apollo, Artemis	issuetype = "User Story" AND resolutiondate >= startOfMonth() AND project in (Zeus, Apollo, Artemis)

Tracking the number of feedback

A commonly requested feature is to track the number of times the ticket is bounced between the agent and the customer.

This is possible to do that with the Jira Misc Custom Fields.

To address the requirements of classifying the types of ticket, you can define in the like of following JQL filters

Category

Rule

JQL

Fast

Those that are resolved immediately

project = ServiceDesk and created > startOfMonth() and created <= endOfMonth AND transitionCount = 1

Normal

Those that take 2 to 3 interactions

project = ServiceDesk and created > startOfMonth() and created <= endOfMonth AND transitionCount >= 2 AND transitionCount <= 3

Long

Those that takes more than 3 interactions

project = ServiceDesk and created > startOfMonth() and created <= endOfMonth AND transitionCount >= 4

Grouping of workflow statuses

For a complex workflow which have more than 10 statuses to facilitate granular tracking, it will be very difficult for high level reporting. You can have the best of both worlds by using the plugin to group related workflow statuses together

Stage	Statuses	JQL
Analysis	open Pending estimation Pending approval Design	status in (open, "Pending estimation", "Pending approval", "Design")
Development	Development Pending vendor	status in (Development, "Pending vendor")
Testing	Pending SIT Pending UAT	status in ("Pending SIT", "Pending UAT")
Deployment	Pending Deployment Pending User Confirmation	status in ("Pending Deployment", "Pending User Confirmation")
Completed	Resolved Closed	status in ("Resolved", "Closed")

Reporting on the number of days to close the ticket

It is possible to calculate the time taken from creation of closing the ticket in Jira with the solution from How can I calculate time to close?

Rule	JQL
those which take less than 1 day	timeTaken < 1440
those that takes 1 day or not	timeTaken >= 1440

Reporting on Cascading Fields

It is possible to group the issues by the parent value. In the example below, we have a cascading field named Plugin with the following options

Confluence
- Attachment Checker for Confluence
- Countdown Timer Plugin
- Inspire
Jira
- Attachment Checker for Jira
- Gauge Gadgets
- Multiple Filters Chart

First, you need to create the filters with the parent values. We created 2 filters - Confluence and Jira

The Multiple Filters Pie Chart (on the left) will group by the parent value whereas Jira in-built Pie Chart (right) will enumerate all the permutations