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| 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 |
| status in (open, "Pending estimation", "Pending approval", "Design") |
| Development |
| status in (Development, "Pending vendor") |
| Testing |
| status in ("Pending SIT", "Pending UAT") |
| Deployment |
| status in ("Pending Deployment", "Pending User Confirmation") |
| Completed |
| status in ("Resolved", "Closed") |
Reporting on the number of days to close the ticket
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