Greetings,
I was directed to this ticket via a ticket I opened concerning issues getting accurate historical numbers for our unassigned ticket queue via the Service Desk reports. Our unassigned queue workflow is as follows:
workflow:
- Ticket is created.
- When created, the ticket is Unassigned and in the "Queued to Core Speech" status.
- When a member of the team is ready to take on another ticket, they assign a ticket from the Unassigned Queue to themselves and move it over to WIP.
The issue we're having with the reports is that, once a ticket is assigned, JIRA seems to lose track that it was ever in the unassigned queue during whatever time it spent there. Put another way, it's like the ticket was never in the unassigned queue. Here are some different ways we've tried to report on this via the SD reports:
status = "Queued to Core Speech" and assignee = unassigned
I also tried:
status was "Queued to Core Speech" and assignee was unassigned
The reason I'm posting here (since this ticket isn't really about SD features as much as JIRA in general) is because I sort of found a workaround to this. It won't make the SD reports capable of historical reporting; however, it will give us the ability to see our historical unassigned queue numbers until SD is capable of reporting on it. Here's what I did to get this to work:
- Created the following filter:
- status was "Queued to Core Speech" AND assignee was unassigned
- Use this filter for a Created vs. Resolved gadget.
- Use the following settings for the gadget:
- Period - Doesn't really matter. I went with weekly for now.
- Days Previously - Doesn't really matter. I'm using 300.
- Cumulative Totals - Also doesn't really matter. I selected "Yes".
- Display the Trend of Unresolved - YES.
- Display Versions - Doesn't matter. I show all versions.
The Created vs. Resolved part of the chart isn't what's important here. Take a look at that trend line. That almost exactly matches the historical unassigned queue numbers we were expecting to see. Not sure if this will be applicable to anyone else here, but figured I'd post this just in case. I'll also attach a screenshot of the final product.
+1