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 https://innovalog.atlassian.net/wiki/spaces/JMCF/overview#JIRAMiscCustomFields-transitioncountfield.
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 |
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 https://answers.atlassian.com/questions/11989264/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 |