Report to see true number of tickets created via Portal vs Assist

[Ender P_]

Hi there,

Is there a specific way on how to create detailed report to see how many tickets have been created specifically through the portal vs the Atlassian Assist app in Slack?

We mainly use the Slack app but many users do use the portal and we want to do some metrics on it.

Thanks!

[Danut M _StonikByte_]

Hi @Ender P_,

You could also use the Filter Counts gadget of Jira Service Management configured with the "Build custom count" option to display all the counts in a single gadget.

The result will be like this:

In case this gadget is not available, a similar view can be achieved by using the Advanced Issues Filter Formula gadget of our Great Gadgets plugin:

Danut

[Ender P_]

Getting this now

[Lucas Modzelewski _Lumo_]

Check this first part about "request-channel-type"  property: https://confluence.atlassian.com/jirakb/using-the-request-channel-type-property-on-filters-1188759288.html 

So basically in your report you can use those properties, but those are properties not fields (unless you create fields for it) 

notice:

Tickets created via Chat (e.g Slack and Microsoft teams) will be considered as created via API.

works fine, with my simple test :)

[Anahit Sukiasyan]

Hi @Ender P_

Welcome to the Community!

You can use the Request Channel Type field to filter tickets created via specific methods:

• Tickets Created via Portal:

  jql

  request-channel-type = portal

• Tickets Created via Slack (Atlassian Assist):

  jql

  request-channel-type = slack

To analyze and compare the metrics:

Option A: Jira Dashboard

1. Go to your Jira Dashboard.
2. Add a Filter Results Gadget or Pie Chart Gadget.
3. Create two separate filters:
   • Filter 1: Tickets created via portal (request-channel-type = portal).
   • Filter 2: Tickets created via Slack (request-channel-type = slack).
4. Use these filters in your gadgets to display metrics like total ticket counts.

Option B: Export Data

1. Run the JQL queries for both filters (portal and Slack).
2. Export the results to a CSV file.
3. Use a tool like Excel or Google Sheets to create more detailed charts and visualizations.

[Ender P_]

Thank for this Anahit - I'm not seeing Slack for some reason, would it go by another name?

API I'm assuming?

[Ender P_]

Also getting this now

[Anahit Sukiasyan]

Hi @Ender P_

Thanks for sharing the screenshot!

I guess Slack is not shown in the list as its' integration is not fully configured and it might need additional configuration for the issues to reflect Slack as a channel.

To check that you need to confirm from Apps section, that the Slack app/integration is properly installed and linked to your Slack workspace.