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Ticket Reopen Rate (RR) Report

Ticket Reopen Rate (RR) Report

This report calculates the Ticket Reopen Rate (RR) using a formula that determines the ratio between all resolved issues and those that were resolved and subsequently reopened. It provides insights into the effectiveness of issue resolutions and helps teams identify recurring problems that may need further attention.

Ticker-reopen-rate-xla-report-jsm.png

Step 1: Add Two Data Sources:

  • Data Source A: Filter resolved issues from the time period you wish to analyze. In our example, this period is 30 days.

  • Data Source B: Duplicate Data Source A to reuse the same filters. Add a JQL query status was in (Reopened) to filter only the issues that were reopened from all those resolved during the selected time period.

Step 2: Click on the Formula Metric tab and enter a name for the formula metric.

Step 3: Add Two Parameters:

  • P1: Number of issues calculated from Data Source A.

  • P2: Number of issues calculated from Data Source B.

Step 4: Enter the Formula Equation. Type the formula (P2 / P1) * 100 to calculate the percentage ratio between the two parameters.

Step 5: Configure the Display by: select the ‘Resolved’ field and specify the granularity, such as by week, or another suitable option for your analysis.

Ticket-reopen-rate-settings.png

 

 

 

 

Here’s how Data Source B is configured in our sample:

Ticket-reopen-rate-data-source.png