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Tips and Tricks of using Multiple Filters Chart Gadget

Tips and Tricks of using Multiple Filters Chart Gadget

Dec 12, 2017

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

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

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

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

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

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