This page describes the functionality provided by the the Rich Filters::Service Management Dashboards app. The app enriches the rich filters and allows the users to build metrics and track SLA Goals for Jira Service Management projects. These features are essential when building dashboards for Service Management teams: 

1. Dynamic Filtering and Statistics on Customer Request Types and Organizations
2. Statistics, Charts and Metrics Based on Service Management SLA Values
3. Statistics on Service Management SLA Completion Dates
4. Time Series Based on Service Management SLA Values
5. Support for enhanced Satisfaction statistics and display of Satisfaction date & comment

1.  Dynamic Filtering and Statistics on Customer Request Types and Organizations

• Dynamic filtering on Jira Service Management specific fields – Customer Request Type and Organizations
  Users can define dynamic filters which work exactly like all the other dynamic filters provided by the Rich Filters for Jira Dashboards app. This way it is possible to easily focus on particular request types or organizations. 
  
• Statistics on Jira Service Management specific fields – Customer Request Type and Organizations
  Users can easily visualize metrics and performances per request type or organization.
  
  

2. Statistics, Charts and Metrics Based on Service Management SLA Values

The following rich filter gadgets provide new functionality specific to Service Management as described below:

• The Rich Filter Statistic Gadget – display SLA Completed, Met, Breached, %Met, %Breached, Average values. 
  Users can monitor values for one or multiple SLA fields
  
• The Rich Filter Two Dimensional Statistics Gadget – display SLA Completed, Met, Breached, %Met, %Breached, Average values
  Users can see in detail SLA values displayed for issues grouped on two axes 
  
• The Rich Filter Simple Counter Gadget – display SLA Completed, Met, Breached, Average values
  Users can monitor values for one or multiple SLA fields 
  
• The Rich Filter Simple Gauge Gadget – display SLA %Met and %Breached values
  Users can monitor SLA Met and Breached ratios for one or multiple SLA fields
  
• The Rich Filter Smart Counters Gadget – display SLA Completed, Met, Breached, Average values
  Users can monitor SLA values split by user defined criteria (for example, by Service Desk)
  
• The Rich Filter Smart Gauges Gadget – display SLA %Met and %Breached values.
  Users can monitor SLA Met and Breached ratios split by user defined criteria (for example, by Service Desk)
  

3. Statistics on Service Management SLA Completion Dates

The following rich filter gadgets provide new functionality specific to Service Management as described below:

• The Rich Filter Date Bar Chart Gadget – display any SLA Met/Breached ratio based on the SLA completion date
  
• The Rich Filter Statistic Gadget – display SLA values based on the completion date of any SLA
  
• The Rich Filter Two Dimensional Statistics Gadget – display SLA values based on the completion date of any SLA
  

4. Time Series Based on Service Management SLA Values

The following rich filter gadgets provide new functionality specific to Service Management as described below:

• The Rich Filter Time Series Chart Gadget – display SLA time series as line charts in order to see trends based on SLA values: Completed, Met, Breached, %Met, %Breached, or Average
  Users can easily spot trends and correlations in order to understand the performances of their Service Management projects.
  
• The Rich Filter Statistics Gadget – display SLA time series as tables in order to see trends based on SLA values: Completed, Met, Breached, %Met, %Breached, or Average
  Users can easily spot trends and correlations in order to understand the performances of their Service Management projects.
  

5. Support for enhanced Satisfaction statistics and display of Satisfaction date & comment

The Satisfaction field can be used in rich filters and rich filter gadgets as a numeric field. More precisely, users can:

• Use Satisfaction as value in Rich Filter Simple Counter, Smart Counters, Statistics, and Two Dimensional Statistics gadgets
• Display the Satisfaction average, min or max in the total row of Rich Filter Results gadgets
• Use Satisfaction in custom values and time series

Satisfaction date and Satisfaction comment can be added, as special columns, in rich filter views.