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  1. Jira Service Management Data Center
  2. JSDSERVER-1875

Allow SLA reporting against separate Service Desk customer groups.

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      As a SD admin, I want to provide my different clients with their own SLA reports from within the same SD.

      We use a single ServiceDesk for about 50 clients, and maintain the same set of SLA rules (calendar, resolve times, ...) for all, as we run it with the same group of people. However, my clients are independent companies and as such each want a quarterly SLA report based on how we did for their own issues. e.g. 45 clients whose metrics would fall into the SLA specs, while 5 having SLA violations that quarter.

      For this I would need a way of easily grouping the individual customer-accounts into clients, so I could introduce a JQL for each of the reports filtering on the client (reporter in membersOf("client"). Or a grouping on emaildomains could also fit the bill (reporter_email in ("@client.com", "@client.co.uk", "@client.net"))

      Our users are typically entered by ourselves (no self-registration).

      Apparently users-groups have been switched off for SD customers as this did not match the licensing policy.

          Form Name

            [JSDSERVER-1875] Allow SLA reporting against separate Service Desk customer groups.

            Charlie Marriott made changes -
            Resolution Original: Done [ 17 ] New: Fixed [ 1 ]
            Status Original: Closed [ 6 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3011563 ] New: JAC Suggestion Workflow 3 [ 3649052 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2664558 ] New: JAC Suggestion Workflow [ 3011563 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2323639 ] New: Confluence Workflow - Public Facing v4 [ 2664558 ]
            Status Original: Closed [ 6 ] New: Resolved [ 5 ]
            Sergey Zaporozhtsev (Inactive) made changes -
            Fix Version/s New: 3.3.0 [ 61746 ]
            Fix Version/s Original: 3.3.0-OD-1000.415.0 [ 63805 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2052379 ] New: JSD Suggestion Workflow - TEMP [ 2323639 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2047381 ] New: JSD Suggestion Workflow [ 2052379 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1279433 ] New: JSD Suggestion Workflow - TEMP [ 2047381 ]
            jonah (Inactive) made changes -
            Description Original: As a SD admin, I want to provide my different clients with their own SLA reports from within the same SD.

            We use a single ServiceDesk for about 50 clients, and maintain the same set of SLA rules (calendar, resolve times, ...) for all, as we run it with the same group of people. However, my clients are independent companies and as such each want a quarterly SLA report based on how we did for their own issues. e.g. 45 clients whose metrics would fall into the SLA specs, while 5 having SLA violations that quarter.

            For this I would need a way of easily grouping the individual customer-accounts into clients, so I could introduce a JQL for each of the reports filtering on the client (reporter in membersOf("client"). Or a grouping on emaildomains could also fit the bill (reporter_email in ("@client.com", "@client.co.uk", "@client.net"))

            Our users are typically entered by ourselves (no self-registration).

            Apparently users-groups have been switched off for SD customers as this did not match the licensing policy.             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-1875].
              {panel}

            As a SD admin, I want to provide my different clients with their own SLA reports from within the same SD.

            We use a single ServiceDesk for about 50 clients, and maintain the same set of SLA rules (calendar, resolve times, ...) for all, as we run it with the same group of people. However, my clients are independent companies and as such each want a quarterly SLA report based on how we did for their own issues. e.g. 45 clients whose metrics would fall into the SLA specs, while 5 having SLA violations that quarter.

            For this I would need a way of easily grouping the individual customer-accounts into clients, so I could introduce a JQL for each of the reports filtering on the client (reporter in membersOf("client"). Or a grouping on emaildomains could also fit the bill (reporter_email in ("@client.com", "@client.co.uk", "@client.net"))

            Our users are typically entered by ourselves (no self-registration).

            Apparently users-groups have been switched off for SD customers as this did not match the licensing policy.
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-1875 [ JSDCLOUD-1875 ]

              Unassigned Unassigned
              mlavender mlavender (Inactive)
              Votes:
              6 Vote for this issue
              Watchers:
              4 Start watching this issue

                Created:
                Updated:
                Resolved: