This documentation relates to version 1.2 of Rich Filters::Service Desk Dashboards. Documentation for previous versions is available via the documentation index.

The Rich Filter Statistics Gadget

Rich Filters::Service Desk Dashboards is an extension of the Rich Filters for Jira Dashboards app. This extension adds functionality specific to Jira Service Desk on top of the existing rich filters. If you are not already familiar with the rich filters, you should first have a look at the Rich Filters for Jira Dashboards documentation.

This page extends The Rich Filter Statistics Gadget page from the Rich Filters for Jira Dashboards documentation. If you're not sure how the Rich Filter Statistics gadget works, you should check that page first.

Rich Filters::Service Desk Dashboards provides new options for the Rich Filter Statistic gadget:

  • display statistics based on Service Desk fields – Customer Request Type and Organizations 
  • display statistics based on the completion date of any Service Desk SLA field
  • compute values based on Service Desk SLA fields
  • display time series based on Service Desk SLA fields

In order to configure these new features, the gadget provides new setting options: 

SettingNew options – description
Statistic Type

The users can select three new options:

  • Customer Request Type
  • Customer Request Type (by project)
  • Organizations

The difference between Customer Request Type and Customer Request Type (by project) is that the latter also splits the issues by project and displays the icons of the request types. The former merges together the request types with the same name but from different projects.

Statistic Type

The users can select SLA fields in order to display statistics based on the completion date of the SLA field.

The statistic type list contains all the SLA fields. Each SLA option behaves like a date field representing the completion date of the last SLA cycle. The statistic will contain only the issues which have their SLA completed.

Values

New values based on the Service Desk SLA fields are available. For each SLA field, the available options are:

  • Completed – returns only the issues for which the SLA is completed
  • Met – returns the issues for which the SLA is completed and met
  • Breached – return the issues for which the SLA is completed and breached
  • %Met – return the percentage of issues for which the SLA is met out of the issue for which the SLA is completed
  • %Breached – returns the percentage of issues for which the SLA is breached out of the issue for which the SLA is completed
  • Average – displays the average completion time for the issues which have the SLA completed

In all the cases, only the issues with completed SLAs are taken into account and only the last cycle is included in any computation.

Time Series

If the Statistic Type is Time Series, then the user can output any time series, including time series based on SLA fields. Time series based on SLA fields can output values such as: SLA Completed, SLA Met, SLA Breached, SLA %Met, SLA %Breached, and SLA Average.

You can look at the Extending the Time Series page in order to know more about time series based on SLA fields.