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Type:
Suggestion
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Resolution: Low Engagement
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Component/s: Reports
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2
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5
NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
I was surprised to find the CFD missing from JSD since it's already available for JSW. The reason for this diagram is just as valid in a SD world as in SW: it is useful for identifying bottlenecks (aka a backlog).
Consider the simplest form of CFD: open to closed. JSD does provide an open/closed report as a line graph. The problem with a line graph is that it's harder to get a quick visual understanding of how those numbers affect the queue size over time. Put the same open/close rates on a CFD and you can quickly see whether the queue size is growing, shrinking, or stable. In my experience, the backlog trend is one of the best pieces of evidence for investment in more people or process improvement efforts.
While there are other graphical forms for backlog trending, it seems like leveraging the CFD helps SW and SD people find common ground.
- is related to
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JSDSERVER-4483 Backlog trending with a cumulative flow diagram
- Closed