Time in Status Report

A Time in Status Report shows your service desk performance in context of your actual workflow. This report shows the average length of time a ticket spends in each status and shows the path of ticket status changes. You'll see where issues get stuck longer than they should and spot bottlenecks in real-time and take action.

Traditional service desk reporting is usually done via gauges and charts. VisualScript allows you to create a report that gives you situational awareness that shows not just the numerical values for average time, but where they are along your service desk processes.

There's no better way to actually spot bottlenecks and modify processes and resource allocation.

To generate a Time in Status Report 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 Time in Status Report" to add to your dashboard.

You'll be asked to provide a few parameters. To generate the report, you'll just enter your project with start and end dates. Next, select the issue type (such as "incidents" and "service requests") you want to include.

To make the report generate faster, you can limit the sample size this report takes into account. Leaving the "Sample Size" field blank will display the full report.

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.