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

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

Rich Filters::Service Management Dashboards provides new options for the Rich Filter Two Dimensional Statistic gadget:

  • display statistics based on Service Management fields – Customer Request Type and Organizations

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  • display statistics based on the completion date of any Service Management SLA field

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  • compute values based on Service Management SLA fields

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  • display statistics on the Service

...

  • Management Satisfaction

...

  •  field

To configure these new features, the gadget provides new setting options: 

Setting

New 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.

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Statistic Type

The users can select SLA fields

in order

to display statistics based on the completion date of the SLA field.

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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

statistics will contain only the issues

which

that have their SLA completed.

Values

New values based on the Service Management 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

  • issues for which the SLA is completed

  • Average – displays the average completion time for the issues

which

  • that have the SLA completed

In all the cases, only the issues with the SLA completed are

taken into account

considered, and only the last cycle is included in any computation.

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Values

The field Satisfaction and custom values based on satisfaction can be used as values. Users

are able to

can display average, min or max values based on customer satisfaction.