Jira Service Desk Customer Reports

[Amanda Shipway]

Hi there, 

Is there a way in Jira Service Desk on the reporting section where i can report on how many tickets have been logged for a certain customer. 

I also need to report on how much time a technician has spent on tickets, is there a way to report this?

Thank you all in advance 

AS 

[Amanda Shipway · Accepted solution]

HI Jack, 

Thanks for you reply, i will get one of my engineers to look into this. 

Amanda

[Jack Brickey · Accepted solution]

Hi Amanda,

you can do both simply by creating a filter using JQL. Something like below.

project = abc and creator = customerXXX

Now, for display purpose if you wish to monitor the number of issues then consider using the above saved filter on a dashboard leveraging one of the many gadgets, e.g. pie chart, created vs resolved, 2-D, etc. Regarding time spent, assuming the tech does a good job using time logging then you can add this field to your columns in a JQL query result. Again you can incorporate this into a dashboard gadget.

[Basak]

Hi Jack,

Would this "time spent" include any time logged in different projects which are linked to this ticket? Or just the time spent (& logged) by agents in Service Desk?

[Jack Brickey]

Any report under “Reports” within a project will be specific to that project. If you use a dashboard any reporting will align with the underlying filter used in the gadget config. By default there would be no direct inclusion of “linked” issues. You must construct a filter that would include them.