Setting up service desk reports
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. When you create a service desk project for the first time, you'll see the following default reports depending on the project template you select:
Project template | Report groups | Default reports | Details |
---|---|---|---|
Basic Service Desk & IT Service Desk | Team | Workload | Shows how many requests your team is working on to help you ensure that your team's workload is evenly distributed |
SLA goals | Shows how your team is tracking towards each of the SLA goals you have set | ||
Satisfaction | Shows the average customer satisfaction rating for your team if you have opted to collect customer feedback | ||
Knowledge base | Article usage | Shows the number of times knowledge base articles were viewed and how many customers found them helpful. | |
Article effectiveness | Compares the number of customers who were self-served through knowledge base articles to the number of customer who created a request. | ||
Custom | Created vs Resolved | Compares the number of issues that have been created by customers and resolved by your team in a specified time period | |
Time to resolution | Compares the length of time taken to resolve requests of varying type or priority | ||
SLA met v breached | Compares the number of requests that have met or breached a selected SLA goal | ||
Basic Service Desk only | Resolution by component | Compares the length of time taken to resolve requests for each component (e.g. office administration) in your service desk project | |
IT Service Desk only | Incident reports by priority | Compares the priority of incidents your customers have reported |
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.