Report on Escalated issues

[Dena Campasano]

Hi, 
I am trying to create a report to see all issues that have ever gone through the status of "escalated".  So far I can only see issues that are currently escalated, so the report doesn't show me anything resolved but that once was escalated.

Is this possible?

Goal is to see how often this step is used by the end user.

[John Funk · Accepted solution]

Hi Dena,

There are a variety of ways to do this. One would be something like:

project = ABC and Status changed FROM escalated during (2019-07-01, 2019-07-31)

which would show issues that left the escalated status during July. 

Or you could do:

Project = ABC and Status was in ("Escalated")

[Dena Campasano]

Thank you so much!  This worked great.  I forget that the search is a great tool and all that you can do with it.

[John Funk]

Great! This is also a great resource:

https://confluence.atlassian.com/jiracorecloud/advanced-searching-functions-reference-765593719.html?_ga=2.47036963.521018121.1539009606-1444423330.1539009606

As is this:

https://community.atlassian.com/t5/Jira-articles/Becoming-a-JIRA-Search-Ninja-History-searches-in-JIRA/ba-p/461943#U793004

[Jillian Marabut]

Hello. This does not work for my service desk even if I know for sure that a ticket has been escalated (but left the escalated status eventually). 

Any idea what I'm missing? 

The "Status changed FROM" syntax does not seem to be working. The closest I had was "Status changed to Escalated" and only filtered tickets that are still Escalated at the time of query. I cannot pull the history of status changes.  

I'm on JIRA Service Desk Cloud, if that makes any difference.

[John Funk]

Hi Jillian,

It shouldn't matter that it's a JSD project. Can you share the query you have that is not working? And any error messages that you get or the reason it does not seem to be working? 

[Jillian Marabut]

This is the basic one that I've been testing: 

"Status was Escalated" and it pulls tickets that were Escalated (and are still escalated) but only from a specific Service Desk (even if I haven't specified a project) which in this case was JSD's initial demo desk. But nothing from the rest of my service desks even if I know for sure that few tickets went to an Escalated status from these projects before. 

[Jillian Marabut]

My initial thought was that something might be missing/wrong with my other workflows but nothing huge appears to be different from how the Demo workflow was setup, only naming conventions. Then I tested another query: 

"Status = Escalated" and it is pulling all data accurately from all my services desks. Now it seems like only the "WAS" operator isn't functioning for the rest of my projects as expected. 

[Dena Campasano]

This is the exact syntax in the report I've been running:

project = "My Project" AND status changed from escalated

Edited to add a picture that FROM is valid.

[Jillian Marabut]

Hi @Dena Campasano thanks for sharing. I have tried the "Status changed from.." syntax as well, but same results that it only pulls from a specific Service desk (default JSD Demo Desk, which I've manipulated tickets for testing) but none from my other projects. 

[John Funk]

Wondering if this is not part of the following bug:

https://jira.atlassian.com/browse/JRACLOUD-74652

Also, what happens if you put the actual project in there?

Project = ABC and Status was Escalated

[Jillian Marabut]

Nothing comes up still, unless it's JSD's default DEMO Project that I use. 

[Jillian Marabut]

@John Funk thanks for the reference on a potential bug related to this. Looking into it now. 

[John Funk]

You probably want to go ahead and open support ticket with Atlassian:

https://support.atlassian.com/contact/#/

[Jillian Marabut]

Thank you, @John Funk ! This has been very helpful. I'll provide updates here as well in case anyone is experiencing the same issue and ends up looking up for answers in this thread.

[Jillian Marabut]

Hi. I got confirmation that my issue is related to an existing bug. WAS and CHANGED are pulling unreliable results. It's affecting Next-Gen projects. 

https://jira.atlassian.com/browse/JRACLOUD-72180?error=login_required&error_description=Login+required&state=8f570580-f26b-43ee-8766-582d258e0be3

Thanks for all the help! 

[John Funk]

I am glad you were able to get some clarification for it.  :-)