Setting up service desk reports
Jira Service Desk provides powerful realtime reporting functionality so you can see your team's performance metrics:
You can also create your own custom reports to query any combination of performance data. Your team members have access to a read-only version of the Reports tab so they can also see the data you're tracking. To create and edit reports, make sure you're logged in as an administrator.
On this page:
What makes up a service desk report
Each report consists of one or more series. A report series is composed of a predefined series (e.g. issues created), or a time metric series (e.g. time to resolution). For each series, you need to select a label and color to easily identify the data points in this series on your report, and define which issues should be counted with a JQL statement.
Create a new report
In your service desk project sidebar, select Reports. You will see a list of default reports for your service desk project. In this example, we'll create a report that shows the breakdown of all high priority issues based on the issue type:
- Select New report
- Choose a report name that you and your team will understand (e.g. High priority issues)
- Select Add a series and fill in the following details:
Series = Created (to display all created issues that fit the series criteria)
Label = IT Help issues
Color =
JQL filter = type = "IT Help" AND priority = Highest OR priority = High - Select Add and save your report.
- You can add additional series to capture high priority issues of other types (e.g. type = "Fault" or type = "Access")
See Reporting on SLAs for detailed information on how to run reports on SLA progress or status.