Custom JSM reports

Questions & Answers
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1

Hi,
Can anyone support on creating the following reports:

  1. First Time Resolution Rate è Percentage of Incidents resolved at the HelpDesk during the first call or first update of the ticket, grouped into categories

  2. Average Initial Response Time è Average time taken between the time a user created an Incident/request and the time that the Service Desk responds to that Incident/request

  3. Average Initial Assign Time è Average time taken between the time a user created an Incident/request and the time that the Service Desk assigns that Incident/request

  4. Incident Resolution Time è Average time for resolving an incident, grouped into categories

  5. Resolution within SLA è Rate of incidents resolved during solution times agreed in SLA, grouped into categories

  6. Incident Resolution Effort è Average work effort for resolving Incidents, grouped into categories

Best regards,
Amos

2

Hi @Hope

Welcome to eazyBI community!
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​eazyBI has integration with JSM reports, please make sure you have imported all the necessary measures/fields into eazyBI report. Here is a link to instructions on how you can import the fields into eazyBI report - Jira Service Management custom fields. The documentation also tells more about what the standard measures do.
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​I also highly recommend to check out this demo account (Analyze - Jira Service Management Demo - eazyBI…) which has some reports already made as examples, which you could possibly use as a base for your own report.
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​If you get stuck when building your report, please let us know what are the stoppers.
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​Best wishes,
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​Elita from support@eazybi.com