Problem Timeline

A problem retrospective lets you review incidents and fixes to create actionable understandings on what did and didn't work in your team's response.

Retrospectives like this are a crucial component of ITIL. It's important to know the length of time from incident creation to problem resolution, and the steps taken in between, to identify what went well and what needs to be improved for better problem solving in the future.

VisualScript puts the problem retrospective in context by plotting incidents and fixes along a timeline.

Visualizing incidents, causes, and resolutions this way gives you situational awareness no simple graph can. It lets you see the relationships between incidents and fixes while also seeing the length of time from when an incident was first detected to when it was resolved.

The timeline shows:

• First incident issue
• Problem issue
  • Root cause
  • Workaround
  • Problem resolved
• Change issue
• Story issue
  • Story released

To generate a Problem Timeline using VisualScript, you'll need VisualScript installed on your Jira instance. Once VisualScript is added to your instance, you can add a VisualScript gadget to your dashboard. When the VisualScript gadget is added to a dashboard, you'll see a list of available reports to run. The built-in reports will be in a folder called "Built-In Reports".

Choose "ITSM Problem Timeline" to add to your dashboard.

You'll be asked to provide the issue key for the incident you want to review in your retrospective.

Click "Run" and VisualScript will generate the timeline showing you the problem issue as well as related incident issues, root cases, and when the incident was resolved.

While VisualScript offers a turn-key, no-code solution that will work out of the box for many JSD teams, you can also easily make adjustments to create a custom report that fits your organization.

VisualScript comes with a built-in SDK that makes it easy to generate custom reports that fit your teams' needs. We even have friendly engineers who will help you get started.