Unable to select customer request type as statistic in Dashboard

[Louise Henderson]

Our business is very invested in JIRA service management for the management of incoming work requests - we have multiple departments using it.  It's very successful however we have a big blocker from a reporting perspective.  There is no ability to select customer request type as a statistic type in the dashboards.  

This has been in the Atlassian backlog for years and I just can't understand why this can't be addressed or a workaround suggested.  

Does anyone have any suggestions on how we can report the customer request type in the dashboard?  The only alternative I can find is to replicate the customer request types as issue types - which seems a crazy amount of additional work when customer request type is exactly the stat I need to be able to report on.

[Joseph Chung Yin · Accepted solution]

@Louise Henderson 

Hi Louise:

In Dashboard, your current workarounds are the following because as you mentioned many out ot the box gadgets don't support "Request Type" -

1) You can utilize "Component" configuration for each of your request types - It means that utilizing Automation for Jira rule triggered when issue is created to auto-set the component field assignment based on the request type.  Afterward, you can use component field for your dashboard reporting.  You don't want to go down with your "issue type creation" route.

2) Two gadgets that do support "Request Type" out of the box are: Filter Results and Service Project Report. You can use them to design your dashboard.

3) Search Atlassian Marketplace for third party add-ons 

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Louise Henderson]

Hi Joseph

Thanks for the reply.  The one I need customer request type to display is issue statistics.  This is to allow the team leaders/managers to see the number of requests per customer request type in order to manage workload and future planning.

Unfortunately, neither filter results nor service project report allow for this.

I'm happy to try using component and automation although this seems to put all of the onus on us as the customer to obtain data via a workaround that really should be available out of the box the same way other fields are able to be selected.  Challenging when we have 8 active service desk projects that our business users can access via the customer portal to log a ticket with the relevant team.

Regards, Louise

[Joseph Chung Yin]

@Louise Henderson -

It is up to Atlassian to address this long/outstanding enhancement request.  Many of us in the community are using the workaround or using third party add-on to address this issue.

I wish I can do more to assist you, but there is no out of the box solution at this time.

Best, Joseph