Service Management Reports for Jira
In this section, you'll find a variety of reports built using the Performance Objectives for Jira app, specifically tailored for service desk teams working in Jira Service Management. Browse the easy-to-follow, step-by-step reports for managing SLAs and customer requests.
Provides insights into the volume of new tasks or requests created over a specific period…
Average Cycles in Status 'Waiting for Support'
Average number of cycles issues go through while in the 'Waiting for Support' status, with a set maximum of 2…
Avg time between Created and Resolved…
Average Satisfaction and SLA Time
Visualize customer satisfaction along with average breach times for both resolution and response, in tiles…
Compare breached vs met SLAs to get a clear view of SLA performance.
Breached FRT vs Breached TTR vs Number of Issues
Understand the relationship between response times, resolution times, and overall issue volume.
Busy Hours Report: Support request by hour and day
Visualize support requests by hour and day in a heatmap format, highlighting peak periods of activity.
Breached SLAs - Active and Completed
Distinguish between issues that are still open with an active SLA breach and those that have been resolved or closed after breaching.
Breached TTR SLA - Max 10% per Assignee
Set max threshold for breached TTR SLA on Assignee level…
CSAT Rate Report: Percentage of 5-Star Satisfaction Issues
Using formula calculate the percentage of highest satisfaction issues compared…
Monitor the average FRT time with a set maximum threshold for response times.
Visualize how many issues are resolved on the first customer interaction.
Issues Created vs Resolved vs Any Date
Assess whether you are keeping up with issue resolution relative to creation and deadlines (or other date field).
Mean Time to Resolve (MTTR) KPI
Calculate MTTR and set max thresh for average resolution times.
Calculate total time since Created and set maximum number of days for unresolved issues.
Multiple Reopened Tickets Report
Identify issues that have been reopened two or more times, utilizing the Cycles in Status metric and Done category…
Calculate net flow by subtracting the number of created issues from the number of resolved issues.
This report tracks the number of overdue issues per assignee, stacked by issue type.
Number of Affected Services by Reporter
Display Affected Services in a Heatmap to spot potential service impact and understand reporter activity.
Count only the issues that have been unresolved for more than 5 days, using a conditional metric…
Number of Issues by Resolution
This report displays the total number of issues grouped by their resolution status in a tile format.
Number of Issues vs FCR Issues
This report compares the total number of issues with those resolved through First Contact Resolution (FCR).
Open Issues Overtime for the Past 30 Days (Snapshot)
Snapshot of open issues over the past X days, visualizing how the number of issues has changed over time.
Percent Overdue Issues Per Assignee
Visualize the percentage of overdue issues assigned to each assignee and identify which of them have the highest…
Proactive Resolution Rate (PRR) Report
Calculates the ratio of bugs identified by the support team and reported to the engineering for resolution before end users raise them.
Recently Created Issues by Priority
A view of issues that have been recently created, categorized by priority. It helps teams quickly assess the incoming workload and prioritize tasks based …
Visualizes the number of issues that have been resolved versus resolved and reopened, displayed in an area chart…
Request Volumes by Organization
Track the volume of requests submitted by each organization, providing insights into how much support different teams…
Display the number of issues grouped by different satisfaction scores, helping teams analyze feedback trends.
Track the number of issues handled by each assignee, categorized by customer satisfaction score.
Support Requests by Day of Week
Visualize the volume of support requests received each day of the week in a circular gadget.
Track TTR SLA compliance by breach time, using slot splitters to define hour groups. The data is stacked by priority…
Ticket Reopen Rate (RR) Report
Calculate the ratio between all resolved issues and those that were resolved and subsequently reopened.
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