Tips and Tricks of using Multiple Filters Chart Gadget

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

RegionCountriesJQL
AsiaChina, India, Japancountries in (China, India, Japan)
EuropeFrance, Germany, Russia, United Kingdomcountries in (France, Germany, Russia, "United Kingdom")
North AmericaCanada, United Statescountries in (Canada, United States)
South AmericaBrazilcountries in (Brazil)
OceaniaAustraliacountries 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

TeamProjectJQL
AMercury, Venus, Marsissuetype = "User Story" AND resolutiondate >= startOfMonth() AND project in (Mercury, Venus, Mars)
BRuby, Diamond, Sapphireissuetype = "User Story" AND resolutiondate >= startOfMonth() AND project in (Ruby, Diamond, Sapphire)
CZeus, Apollo, Artemisissuetype = "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 

CategoryRuleJQL
FastThose that are resolved immediately
project = ServiceDesk and created > startOfMonth() and created <= endOfMonth AND transitionCount = 1
NormalThose that take 2 to 3 interactions
project = ServiceDesk and created > startOfMonth() and created <= endOfMonth AND transitionCount >= 2 AND transitionCount <= 3
LongThose 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

StageStatusesJQL
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?

RuleJQL

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