Product Highlights

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

  1. Dynamic Filtering and Statistics on Customer Request Types and Organizations
  2. Statistics, Charts and Metrics Based on Service Desk SLA Values
  3. Statistics on Service Desk SLA Completion Dates
  4. Time Series Based on Service Desk SLA Values

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

  • Dynamic filtering on Jira Service Desk 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 Desk 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 Desk SLA Values

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

3. Statistics on Service Desk SLA Completion Dates

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

4. Time Series Based on Service Desk SLA Values

The following rich filter gadgets provide new functionality specific to Service Desk 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: CompletedMetBreached, %Met%Breached, or Average
    Users can easily spot trends and correlations in order to understand the performances of their Service Desk projects.
  • The Rich Filter Statistics Gadget – display SLA time series as tables in order to see trends based on SLA values: CompletedMetBreached, %Met%Breached, or Average
    Users can easily spot trends and correlations in order to understand the performances of their Service Desk projects.