Tracking how many reports agents have resolved

[Janine Mostert]

Hi, 

I understand that the default report 'workload' tracks how many requests an agent is assigned to, but we would also like to track how many tickets an agent has resolved. Is this possible?

Thanks!

[Manon Soubies-Camy]

Hello @Janine Mostert and welcome to Community!

You have several options to create such a report:

• Using a dashboard gadget

The gadget would be based on a JQL query like:

project = ABC AND resolution = Unresolved AND assignee IS NOT empty

• Using Jira Service Desk reports

On this report, you would create one serie per agent.

Hope this helps,

- Manon

[Janine Mostert]

Hello Manon, thanks a lot for your help!

How do I find the dashboard gadget?

I tried to create a series per agent in the reports but so far was unsuccessful, how would the filter look for this, is it done with advance settings?

[Manon Soubies-Camy]

Glad it helps!

You can read these pages to learn more about dashboards:

• If you're on Jira Cloud (URL like xxx.atlassian.net): Configuring dashboards
• If you're on Jira Server: Configuring dashboards
• More about this specific gadget: Adding the Two-Dimensional Filter Statistics Gadget

Here is how I configured my series, I selected the resolved one and then filtered per Assignee:

[Janine Mostert]

This is what I tried but for some reason, it will not let me filter by the assignees in the project. The only assignees that I am able to assign are the current user of unassigned.

[Janine Mostert]

When I type in someones name it says 'no match'

[Manon Soubies-Camy]

Hmm that's weird. Do you have any request in your project assigned to someone else? It may be a silly question but: are you sure you're configuring the report/series in the right project?

[Janine Mostert]

Yes it is strange. Yes the requests in the project are assigned to the agents involved in the project (the ones I want to add as series on the report) and yes I am in the correct project :) 

[Manon Soubies-Camy]

Then I guess I can't help you further! I'd recommend you to contact Atlassian support, please keep us updated :)

[Janine Mostert]

Will do, thanks!