NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
I have a complaint about SLA reports of JIRA Service Desk and I think this should be classified as a bug as I don't want to believe it was designed this way.
The reports tab of JSD service provider interface show line charts about number of created, resolved tickets for past 7 days, 30 days, etc. As far as I understand, report filters tickets based on createddate and resolveddate of the issues. The annoying thing is, if I select a report for the past 7 days and run the report at say ... 10:00 AM, the date filter includes records for the past 6x24 hours. There are two things wrong with this:
1- There appears to be names of 7 days shown on the report but there are actually 6 days on the report (6x24) The first and last days are incomplete. The rest of "today" is not lived yet and more importantly the "first day" only includes tickets after 10:00 AM of that day. This is not obvious for the customers, they expect full days.
2 - As time passes through the day, I cannot have the same report again. Every minute passing changes my report from the starting point, filtering tickets according to a moving point in the middle of the day, so my reports are inconsistent.
The reports should allow me to set beginning and ending dates of reports and more importantly reports must contain full 24 hours for any day shown on report.
Problem Definition
Service Desk's Report only allows a specific range on filtering the Report period. As an example, the 7 days report will show the following information:
| 6 days ago | 5 days ago | 4 days ago | 3 days ago | 2 days ago | Yesterday | Today |
|---|---|---|---|---|---|---|
| 00:00 - 23:59 | 00:00 - 23:59 | 00:00 - 23:59 | 00:00 - 23:59 | 00:00 - 23:59 | 00:00 - 23:59 | 00:00 - 23:59 |
As today has not yet finished, the data can change each time the report is generated.
Suggested Solution
Ability to provide custom ranges for the Report period
Why this is important
Allow the user to extract and focus on the important details from the report.
- relates to
-
JSDCLOUD-421 Date parameters of SLA Reports are irrational
- Closed
- mentioned in
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Page Failed to load
[JSDSERVER-421] Allow custom range for Report for a more detailed results
I have updated this issue to a suggestion, as from reading the description it appears that we are providing what is asked for.
The 7 days report will show the following information:
| 6 days ago | 5 days ago | 4 days ago | 3 days ago | 2 days ago | Yesterday | Today |
|---|---|---|---|---|---|---|
| 00:00 - 23:59 | 00:00 - 23:59 | 00:00 - 23:59 | 00:00 - 23:59 | 00:00 - 23:59 | 00:00 - 23:59 | 00:00 - 23:59 |
As today has not yet finished, the data can change each time the report is generated.
However, a mechanism to drill down into the data points to extract more information would likely be useful, as would the ability to enter custom ranges.
Hello Everyone,
We saw that JSD reporting was limited, it was a real pain for a lot of people (including us) and Atlassian wasn't gonna fix it anytime soon. So we developed a custom report for JSD which gives you the ability to define custom datetime intervals, report on elapsed/remaining time and even export to excel. "Service Desk Reporter" is available on the marketplace today.
You can get it from: https://marketplace.atlassian.com/plugins/tr.com.obss.jira.plugin.service-desk-reporter
Have a good one...
We would also like the ability to select dates or see the default functionality changed. Instead of past 7 days, past 30 days or past quarter, it would be much more useful if it was:
- Last week (meaning last full week of Sun - Sat)
- Last Month (meaning last full calendar month)
- Last Quarter (meaning last full quarter)
This would allow us to run the report at any time and receive data for a consistent time period. Right now, the reports are pretty much useless for regular reporting purposes. Example, I have to provide monthly and quarterly reports. If I don't remember to run the monthly report on the first day of the month shortly after midnight and the quarterly on the first day of the quarter shortly after midnight, the reports won't have the data I need in them. Thank you for your consideration.
Björn Gullander
added a comment - What also would be really good is to make it possible to select custom start/stop dates like in Jira Agile reports.
Björn Gullander
added a comment - What also would be really good is to make it possible to select custom start/stop dates like in Jira Agile reports.
Hi,
Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.
This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).
We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.
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Regards,
Jira Service Management, Server & Data Center