Report tickets Submitted as P1, but then downgraded

Questions & Answers
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1

Hello EazyBI,

Support desk operation here:
How can I create a report that shows issues that are originally submitted as P1 (Top Priority) but once reviewed by the support team, are downgraded in severity to P2 or P3 ?

I’m trying to find the customers/orgs that “Cry Wolf” most frequently

2

Hi @Jack,
​
​You might import the initial priority of the issue as a new calculated filed dimension and then analyze issues that are currently at a different priority but were initially P1.
You might read about creating new calculated field dimension here - New calculated fields.
​
​The code to be used might be as follows.

var firstPrio = "";
if (issue.changelog && issue.changelog.histories && issue.changelog.histories.length > 0) {
    var histories = issue.changelog.histories;
    for (var i = 0; i < histories.length && !firstPrio; i++) {
        var history = histories[i];
        if (history.items && history.items.length > 0) {
            for (var n = 0; n < history.items.length && !firstPrio; n++) {
                var item = history.items[n];
                if (item.field == "priority") {
                  firstPrio = item.fromString;
                 }
            }
        }
    }
}
if (!firstPrio){
  firstPrio = issue.fields.priority.name;
}
return firstPrio;

Please select the data type as a string and select to import this as a dimension.
​​
Regards,
​Oskars / support@eazyBI.com
​

1 Like
3

Thanks Oskars this is really helpful.