What's the best way to analyze JSD tickets from the past 30 days?

[Phill Purnell]

I've been asked to put together a pack showing the last 30 days of tickets. This needs to end up showing the business impact they had. Trying to work out the top 10 request types and work done by team and lengh of time open. Just wondering how others do it as the out of the box reporting doesn't seem to cut it.

[Jack Brickey]

I would recommend using a dashboard. I would recommend the first three articles  in this search as a place to familiarize yourself w/ Dashboards if not already.

My gadget thoughts to include:

• Created vs. Resolved
• Average Age
• Calendar
• Pie Chart
• Recently Created
• Two-Deminsional using assignee vs. priority and or status

[Phill Purnell]

I Jack,

Thanks for your response. I've got an lets say OK dashboard going already however have found to get any meaningful MI I have had to export 30 days to excel and manually go through the data.

• Created vs. Resolved - Got it
• Average Age - tired it but it didn't display correctly 
• Calendar - How do you use this for MI?
• Pie Chart - Got one for components thats it 
• Recently Created - whats this one?
• Two-Deminsional using assignee vs. priority and or status - whats this?

Thanks,

[Jack Brickey]

Phill, can you tell me more about your or your audience’s goals? What do you do with excel? What is MI?

It is hard to suggest the best gadgets without fully understanding. Dashboards are very much a personal think IMO. You might have a look at this article for explanation of the different gadgets.