Report by client

[Katie Douglas]

Hello,

I would like to be able to provide my client a report showing all their requests in a given period and show time to resolution as well.  Is that one of the reports available and I'm missing it? I can't figure out how to pick a client vs. seeing all requests from the reports that are offered.

Thank you!
Katie

[Rachel Wright · Accepted solution]

Hi @Katie Douglas, here's one quick and easy method you could use: create a JQL query to return the desired data and show the "Time to resolution" column. Here's and example and how I did it.

My example query is: 

project = HELP and Organizations = Alpha and created > startOfYear()

• My client's name is Alpha and I've set them up as an organization in Jira Service Management. You could also use multiple users in the reporter field or a custom field to segment issues by client.
• To determine the time period, I used the startofYear() function with the created clause. But you could also use a specific date, a range of dates, or another similar function.
• Finally, my HELP Jira project has a Service Level Agreement (SLA) called "Time to resolution" so I simply displayed that column in this results view.

In the "Time to resolution" column in the screenshot:

• HELP-96 met it's SLA goal of 8 hours and shows a green checkmark.
• HELP-94 the SLA is paused but it's already missed it's SLA goal by 334 hours.
• HELP-93 is resolved but it missed it's SLA goal by 632 hours and shows a red x.

From here, use the "Export" button at the top right of the page to print this "report" or save it in HTML or CSV format to pass on to your client.

Hope this helps!

Rachel Wright
Author, Jira Strategy Admin Workbook

[Alina Kurinna _SaaSJet_]

Hi @Katie Douglas 

If you want to generate a report showing all requests from a specific client within a given period, along with Time to Resolution or SLA metrics, I recommend trying SLA Time and Report, developed by my team.

With this app, you can:

• Filter reports by organization, customer, or custom fields (e.g. company name, account)
  
• Track SLA performance (e.g. Time to Resolution) for just that client’s tickets
• Apply date range filters to show only issues created or resolved during a specific time
• Visualize results with charts (like SLA Met vs Exceeded) or export them for sharing
  
• Add gadgets to your Jira dashboard for real-time visibility by client or team

It’s a flexible solution for client-specific SLA reporting, without the limitations of default Jira views.

I hope this helps! If you have any questions, feel free to reach out!