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Report on escalated Jira tickets

  • February 4, 2019
  • 2 replies
  • 0 views
M

Hi,

I am currently trying to set up a report to get the # of tickets and see the tags of tickets escalated via Jira. We are using the Jira integration add-on and every time we create a Jira ticket from within Zendesk the integration automatically adds a tag called jira_escalated.

Hence, I would need to get all tickets, which contain the jira_escalated tag, but instead of being interested in the # of tickets, which contain the jira_escalated tag I am actually interested in the other tags on those tickets, e.g. bug_report, broken_API, security_issue, etc. – all the reasons I initially created the Jira.

The issue I am currently running into is that if I build the query and filter for the jira_escalated tag, I only get the tickets with the tag, but I do not see the other tags – the ones I am actually interested in.

Metrics: COUNT(Tickets)
Columns: Ticket Tags
Filters: Ticket Tags » Included » jira_escalated

I already looked at the tips and tricks from the Reporting on tags in Explore topic, but ran into the same issue in the end.

Any ideas?

Best,
Marcel

    2 replies

    Molly19
    • Molly19
    • February 11, 2019

    Hey Marcel,

    This one is a puzzle indeed, so thanks for bringing it up! I worked on this for quite a while with some of my colleagues and unfortunately we couldn't quite get something that worked how you wanted. As a quick point of clarification, is there any other way you note that these tickets were escalated to Jira? Such as a ticket field? If so, we might have more luck creating this query.

    One, admittedly not great, workaround would be to find all the tickets with the "jira_escalated" tag and note those ticket IDs. Then you could report on tags and filter the query for only the IDs with that tag. It would essentially require two queries and a lot of manual work.

    I do know that the Explore team is still looking at tag reporting and I believe there are still some changes they want to make. I have passed this feedback along to them!

    M
    • Marcel15
    • Author
    • February 12, 2019

    Hey Molly,

    thank you for your reply and for diving into this puzzle together with your colleagues, much appreciated.

    As a quick point of clarification, is there any other way you note that these tickets were escalated to Jira? Such as a ticket field? If so, we might have more luck creating this query.

    Unfortunately not, no. Zendesk's Jira integration add-on is only adding those "jira_escalated" and "jira_update" tags automatically to the tickets, which were used to create a Jira ticket. Ticket fields, types, etc. are not affected by this (at least as far as I can see).

    One, admittedly not great, workaround would be to find all the tickets with the "jira_escalated" tag and note those ticket IDs. Then you could report on tags and filter the query for only the IDs with that tag. It would essentially require two queries and a lot of manual work.

    Ouch, but yeah, could work as an emergency workaround, thank you for the suggestion.


    I do know that the Explore team is still looking at tag reporting and I believe there are still some changes they want to make. I have passed this feedback along to them!

    Thank you very much for doing so, Molly. Looking forward to updates from the Explore Product Team then.


    Best,
    Marcel

     

     

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