Product highlights

This page describes the functionality provided by 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: 

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 that work exactly like the other dynamic filters provided by the Rich Filters for Jira Dashboards app. This allows users to easily focus on particular request types or organizations. 
  
  

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• Statistics on Jira Service Management specific fields – Customer Request Type and Organizations
  Users can easily visualize metrics and performances per request type or organization.
  
  

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 – displays SLA Completed, Met, Breached, %Met, %Breached, and Average values. 
  Users can monitor values for one or multiple SLA fields
  
  

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• 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 – displays SLA Completed, Met, Breached, and Average values
  Users can monitor values for one or multiple SLA fields 
  
  

• The Rich Filter Simple Gauge Gadget – displays 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 – displays SLA %Met and %Breached values.
  Users can monitor SLA Met and Breached ratios split by user-defined criteria (for example, by Service Desk)
  
  

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 – displays any SLA Met/Breached ratio based on the SLA completion date
  
  

• The Rich Filter Statistic Gadget – displays SLA values based on the completion date of any SLA
  
  

• The Rich Filter Two Dimensional Statistics Gadget – displays SLA values based on the completion date of any SLA
  
  

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 – displays SLA time series as line charts to see trends based on SLA values: Completed, Met, Breached, %Met, %Breached, or Average
  Users can easily spot trends and correlations to understand the performances of their Service Management projects.
  
  

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

Support for enhanced satisfaction statistics and display of satisfaction date and comment

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

• Use Satisfaction as the 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

The satisfaction date and the satisfaction comment can be added as special columns in rich filter views.