Summary

At the moment, the Customer Request Type/Affected Services field is not available as an option on any gadget. Hence, we can't do count-wise reporting for the request type/Affected Services.

We are tracking the feature request for both the Request Type Field and the Affected Services field.

JSDCLOUD-1914 - Getting issue details... STATUS

JSDCLOUD-13544 - Getting issue details... STATUS

While we wait for these features to be available, explore this article for a workaround that might be suitable for your organization depending on the type of signatures."

Environment

Jira service management cloud.

Solution

This workaround works with the combinations of Jira Automation and Two dimensional Filter Gadgets. 

Create a 2-step process: 

1. Involves the creation of an automation rule to update a label-type field, which would represent the Customer Request Type/ Affected Services field.
2. Setting up a 2D filter to create a report based on the label type field.

Rule for all newly updated tickets:

1. Create a New Custom Field:

   • Add a custom field of the label type to accommodate the required data.

2. Associate Custom Field with the Required Screen:

   • Ensure seamless integration by associating the label-type custom field with the necessary screen.

3. Setup Automation:

   • Define automation parameters:

     • Trigger: Issue creation.

     • Condition: Verify that the request type field is not empty.

     • Action: As request type names often contain spaces, replace them with hyphens or other special characters of your choice to create valid labels. We can't create a label if the request type contains a space. 

       • Example: Store the request type value in a variable (e.g., "myVar"),

• • • • Then use the smart value {{myVar.replaceAll(" ","-")}} to automatically add labels in the label-type custom field.

You can import the following rule automation-rule-17689809-202402090929_2024-02-09T09_29_47.019Z.json

• Reference article on how to import the above rule to your site - Import and export Jira automation rule

Additionally, you can create one based on the following video

Rule with Manual trigger for existing tickets

Implement a strategy to copy the value of the 'Customer Request Type' from all existing tickets into the newly created 'Label Type' field.

1. Set up an automation process based on a Scheduled trigger.
2. Construct the JQL, ensuring that the output does not exceed 1,000 issues. Exceeding this limit may result in a THROTTLED error. 

• •  Please refer to the below links, to learn more about automation service limits:

    • What is the Service limit

    • Automation Concepts

Set up a Two-dimensional Filter:

• • Configure the X-axis using the label-type custom field.
  • Choose the Y-axis based on your preference, such as an assignee or another relevant field.
  • This is how the gadget added to a dashboard would look like: