Ticket touches by user over time

[tomwilliams]

Hello,
Thanks for taking the time to read this, I'm really just starting out trying to monitor some trends on my Support Desk, I don't know JQL and I'm not an Excel wizard, so I'm guessing suggestions will likely focus around plugins I could buy. But first I would like to try to push my way through a more "custom built" report or gadget, as so far what I would like to track doesn't seem available in JSM by default, so it's probably time to tool up.

Here's what I want...

Scenario: I've noticed that some of my team see correcting a status or adding a tag as progression. Although somtimes it's essential, and certainly helps keep metrics fairly acurate as missed tags are rare, I want to be able to course correct if that is absorbing too much time.

Tool: I want to be able to keep track of the number of ticket "touches" by user over time. A "touch" would include any purposeful interaction with a ticket; opening the ticket, adding a tag, changing a state, replying, that kind of thing. If I could drill into "touches" by these categories that may also help with automation to cut down on required ticket admin, and remove the need for intervention on a social level.

I think that's it.
Thanks in advanace,
Tom

[Benjamin · Accepted solution]

@tomwilliams ,

I haven't observe any widgets+filters that track trends for people interacting on each ticket. Most of the trends are about feedback, SLA, and monitoring quality and speed of service. 

You may want to explore some BI tools for drill down granularity and flexibility . There's EzBI which is add-on to Jira. There's also tools like power BI which you need a connector for to connect from Jira Cloud to Power BI.

-Ben

[tomwilliams]

Hi Ben,
Thanks for your response.

Yeah, EzBI has come up a number of times when searching for help on the things I want to report on, good to hear it again, I think I need to bite the bullet.

Power BI would request effort from my BI team and I'd rather not be blocked by their workload.

Thanks for the help

[Benjamin]

Hi @tomwilliams 

No problem. Glad to be able to help a fellow community member.

-Ben