Support ticket over R&D ticket ratio

[Murat Oz]

Hello,

Our customers creating us support ticket over the Service management project we created for them. 

We try to solve the problems and in case of need support from our R&D we're creating a ticket to according customization service project with issue type as R&D support. 

I want to get the ratio of how many support tickets are resolve by us with creating a customization ticket. how can i get this in jql and in EazyBI reports. 

For example: 

100 support tickets created in total, 20 Customization ticket is created with RD support issue type so the ratio is 20/100 = 5%

[Diego Rosado _Appfire_]

Hi @Murat Oz,

I'm Diego from the Dashboard Hub team at Appfire.

If EazyBI isn’t quite what you're looking for, you might find Dashboard Hub to be a great alternative. It’s a powerful reporting and analytics app designed to help teams build advanced dashboards, bringing together Jira data and other sources.

For your specific use case, the Formula gadget allows you to configure and display the metric you need with ease. You can also use visualizations like pie charts to represent the same data across different issue types.

I've attached a screenshot for reference. Feel free to explore our documentation here: Dashboard Hub documentation

Let me know if you need additional information!

Diego

[Murat Oz]

This is very good thanks.

But i need to get the report from service management ticket. 

For a service management ticket, we are creating a ticket to RD in SW project and we link it that ticket to the service management ticket with caused by state. 

Can you also write me measure for that .

It should be something like. 

for a service management project ticket

Issue created -> Caused by ticket issue type is (RD support) 

[Marita Norvele]

Hi @Murat Oz 

You can create a report showing the ratio between support tickets and R&D support tickets in eazyB following these steps:

1. add Project dimension to Rows
2. select "Issues created" under Measures
3. create new calculated measures:

Issues created with R&D support

([Measures].[Issues created],
[Issue Type].[R&D Support])

Ratio of issues created

[Measures].[Issues created with R&D support]
/
[Measures].[Issues created]

Make sure to set Formatting to Percentage for this one.

Here is an example of my report:

I hope this helps.

Best,
Marita from eazyBI support

[Danut M _StonikByte_]

Hi @Murat Oz,

I'm afraid that this is not possible by using the Jira's default tools. My advice is to search on Atlassian Marketplace for a plugin that can make this type of calculations.

In case you want to use a plugin, our Great Gadgets app offers an Advanced Issue Filter Formula gadget that can easily calculate and display this on your Jira dashboards. 

See more details and examples about this gadget here: https://community.atlassian.com/t5/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369

If you need any help with the configuration of this gadget, feel free to contact us at support@stonikbyte.com.

Danut.