Creation of Hourly Ticket Resolution Report

[Pratyush Mathur]

Hello All,

I am a beginner in using Jira Service Desk and would like to get a report created based on hourly basis to see the team performance. My requirement is as follows :- 

I am working with a team of developers and would like to get a report based on how we handling the total ticket closure, so ideally I would like to see get something like 

a. 10 tickets were solved within an hour of their creation

b. 15 tickets were solved after 6 hours of their creation

and so on.. 

It would be grateful if you can provide me guidance for the same. Thanks in Advance!!

[Thorsten Letschert _Decadis AG_ · Accepted solution]

Hi @Pratyush Mathur,

referring to built-in features you might want to look at setting up SLAs.

Those SLAs enable you to define specific goals and set up the reporting you've mentioned afterwards.

Cheers,
Thorsten

[Pratyush Mathur]

Hi @Thorsten Letschert _Decadis AG_,

Thank you for your response. I have already setup SLA and Reports in our Jira instance and currently, we are able to get the data based on that using which we are able to see what % is being met or breached but now we don't want the % but instead we want actual number of tickets done within a specified time. 

Let me know if I am able to make my self a bit more clear this time. 

Regards,

Pratyush 

[Thorsten Letschert _Decadis AG_]

Hi @Pratyush Mathur,

when configuring your report/your time series, you should be able to choose between different options regarding your SLA. Please see the image attached.

In your case, you should use Example SLA - Met instead of Example SLA - % Met.

Cheers,
Thorsten

[Pratyush Mathur]

Hello @Thorsten Letschert _Decadis AG_,

Thanks, I followed your guidance and was able to get the data that I was looking for. 

Regards,

Pratyush