4 min read

How to Report in Confluence with the Jira Issues Macro | Praecipio Consulting

By Morgan Folsom on Aug 31, 2021 12:57:07 PM

Blogpost-DisplayImage-August copy_How to Report in Confluence with the Jira Issues Macro

One of the most powerful integrations in the Atlassian ecosystem is the native link between Jira and Confluence. For users working with both tools, the transition can be seamless if you do it right, but clunky if you don't. 

Now, what if I told you there was just one Confluence macro you could start using today that will immediately make reporting in Confluence easier and help you (and your team) keep track of your work? 

The Jira Issues macro is the go-to when reporting in Confluence.

Here are some tips to get your team to leverage this outstanding integration.

Insert an issue count for a Jira filter

Let's start small. Insert a link to Jira with the number of issues returned from a Jira search, written in Jira Query Language (JQL) or calling an existing Jira filter.  A Jira filter is a saved search written in JQL.

This is useful to pull up basic metrics for a high-level overview. The macro becomes a link to the filter, so if you want to review the issues in-depth, you can quickly hop over to Jira's issue navigator by clicking the highlighted issue count. The table below is an example of how our marketing team tracks employee blog post submissions.

Blog post submissions

To insert an issue count:

  1. Insert the Jira Macro
    1. Select the Jira create new in the top menu bar and select Jira Issue/Filter, OR
    2. Type { on your Confluence page, search and select Jira
  2. Enter in your JQL query
    1. To input an existing filter, type "filter = "Filter name", OR
    2. Type in the JQL directly, we'll use "project = PCM"
    3. Be sure to click on the Magnifying glass to execute the query
  3. Select 'Display Options' at the bottom of the dialog box to expand the options.
  4. Select 'Total issue count'
  5. Click Insert, and Voila!

Insert a single issue into Confluence

The macro can also link a single Jira issue to a Confluence page. That means not only can you see what issues are important (and what status they're in) in your documentation, but you can also see who's talking about the issue when you're in Jira.

Take, for example, this blog post. My progress is tracked on a Jira issue, linked to this very page in Confluence. Below you can see how it looks on the Confluence page I'm writing in. 

Jira ticket in Confluence

If I click on that link, I'll navigate to Jira where I can see under Issue Links, all of pages in which the issue has been mentioned. I can quickly see that this issue has been mentioned on the original page as well as another tracking Blog Content. 

Jira issue link

To insert one issue:

  1. Insert the Jira Macro and enter in your query (steps 1 and 2 above)
  2. Select one issue from the list
    1. If you know exactly which issue, you can simply type the Issue Key into the search bar and hit enter. 
  3. Expand the Display Options and select 'Single Issue'
  4. Select 'Insert'

Use the Jira macro to insert a list of issues in a page in Confluence

Remember that filter you entered in above? You can insert that filter into your page, too. Filters inserted with this macro are dynamic - that is, as the issues are updated in Jira, the Confluence page will reflect the most up-to-date information. You can customize which columns appear in the macro just like you can in Jira. To head into Jira, you can select the individual issues, or click on the total number at the bottom ('2 issues') to pull up the query in Jira.

Jira issue macro To insert a filter:

  1. Insert the Jira Macro and enter in your query (steps 1 and 2 above)
  2. Expand the Display options and select 'Table' 
  3. Edit the maximum issues and columns to display.
  4. Select 'Insert' to add to the page!

Create a Jira Issue from a Confluence page

If your issues don't exist in Jira yet, don't worry. This macro can create new issues in Jira if inspiration hits while you are editing a Confluence page. The issue will be created and you won't even have to leave the page!

Jira issue filter

To create a new issue:

  1. Insert the Jira Issue Macro
  2. Select 'Create New Issue' on the left panel
  3. Complete the form
  4. Select 'Insert'

No edit permission, no worries - you can also create issues from Confluence while viewing a page - simply highlight some text and then click on the Jira icon that appears. Create issues from Confluence

This one macro can solve many of your reporting needs in Confluence. What's more, you can provide context around the data instead of just displaying straight data. The Jira Macro is a great way to keep team members informed without navigating from Confluence to Jira and back again. 

If you have any questions on how Jira and Confluence work together, or any other questions on the Atlassian tech stack, contact us, and one of our experts will get in touch with you.

Topics: jira atlassian blog confluence tips integration macros reporting
5 min read

Can We Talk for a Moment About Spreadsheets?

By Amanda Babb on Jul 27, 2021 11:14:14 AM

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No, seriously: can we please take a moment to talk about spreadsheets? I have a very large bone to pick with them. Spreadsheet is a four-letter word to me; and don't get me started on workbooks! I recognize spreadsheets have their place in the world. I'm always in awe when I see the most complicated and fragile spreadsheet being used to manage a simple set of data to provide "insights" into the business. Even better, a spreadsheet that helps manage prioritization, planning, and execution reporting on a regular cadence. I've seen complex CountA and SumIf formulas, and Concatenate, and pivot tables, and everything else people can throw at them. And while I'm impressed at the craftsmanship, I'm also incredibly frustrated. The time it took to create and iterate on that reporting could have been spent having conversations about the work or checking in with a team or removing blockers. Instead, the extraction, manipulation, and reporting of easily-accessible, real-time data takes precedent. 

While it was published in 2014, I still reference an article when discussing data and reporting with our clients: This Weekly Meeting Took Up 300,000 Hours per Year. Yes, you read that right: 300,000 Hours. Per. Year! A single team extracting data, then aggregating it across several teams, then teams of teams, then programs, then everywhere else, all to be reviewed in a 30-minute executive meeting where the conversation was, "Are we on track? Yes? Great."  <sends weekly update deck to recycle bin>.

I hold no ill-will to the spreadsheet warriors out there. Instead, I view it as a simple case of "We've always done it this way." Well, what if I could show you a different way? What if, through the power of Atlassian, I could provide you real-time analytics? What if I could show you how to integrate Jira with a Business Intelligence solution? Or provide Program and Portfolio Management including planning and execution data in Advanced Roadmaps or Jira Align? How many hours would that save you or your organization when providing in-depth analytics to executive management? I promise you, this is all possible. 

Individual Team Metrics: Scrum and Kanban

Individual Team metrics are available for both Scrum and Kanban Teams under Reports in a Jira Software project. For Kanban Teams, both the Cumulative Flow Diagram and Control Chart provide flow metrics for the Team. While it may have been a while since you've taken a statistics class (if at all...I confess I tried hard to avoid them), spending ten minutes reviewing these reports will provide information on bottlenecks, flow trending, and backlog growth. Adding Quick Filters to your Kanban Boards will allow you to drill down into a specific subset of data on your board. Want to focus on Stories or Bugs only? Create the Quick Filters. 

Scrum Teams have nine (yes, NINE) reports available on their boards. Are you using the Burndown during your Daily Standup? Can you predict your release of an Epic or Version based on the throughput in those reports? Have you reviewed the Sprint Report to see what was added or didn't complete during the Sprint and asked why? The Scrum Reports will tell you what is happening during the Sprint (or happened, during the Retrospective), but it's up to you and the Team to ask why it happened. 

Need additional assistance to understand what these metrics are telling you? There's a training class for that. Praecipio Consulting is happy to help!

Program, Product, or Teams of Teams Metrics

Client: "Hey, Amanda, we're pretty good on the individual team stuff. Is there another way we can aggregate team data together?" 

Me: "How much time you got?" 

Three solutions come to mind for this one:

First, let's talk about Advanced Roadmaps for Jira. As always in the Atlassian tools, flexibility is key. When creating a Plan in Advanced Roadmaps, tying the work to the Teams by pulling in the scope of work is the first step. Whether it's a Board, a Project, or a Filter, aggregating data across multiple Teams, then tying the source to the execution team, provides you predictable velocity and capacity planning as well as execution reporting. 

  • You want Progress? You got issue count and story point or time-based progress.
  • You want to predict a milestone (read: release) date? You got milestone dates.
  • You want dependency maps? You got dependency maps.
  • You want to look at the Plan in a capacity view or a release view or a specific timeframe? You got custom views. 

Sharing all this information from Advanced Roadmaps in Confluence is amazing. While native in Confluence Cloud Premium, you can download and install the free app from the Atlassian Marketplace for Data Center. If you would prefer to simply share a link to the specific view of the Roadmap, that's available to you as well. 

Second, EazyBI. We constantly hear of clients looking for a more robust way to cube and concatenate data across their Jira instance. However, our clients tend to revert to what's comfortable: the spreadsheet. Instead, using an OLAP analysis and multi-dimensional calculations, EazyBI can provide the complex reporting when Jira's native Reports and Dashboards just won't do. EazyBI started as a purpose-built solution for Jira: it recognizes Jira's data structures and surfaces field data you may not be able to work with in native Jira. Since it's a unidirectional sync, EazyBI will not change your Jira data either. EazyBI can also integrate with other data sources including (sigh) a spreadsheet. 

Third, Jira Align. Here at Praecipio Consulting, we love Jira Align. The Program Room brings together all the information from multiple teams, i.e. an Agile Release Train. Every bit of data from Jira Software is aggregated to provide a clear understanding of the pace of the Train. The Program Board, the current implementation Roadmap with risk indicators, the investment data, the actual execution data, all of it is available in the highly-configurable Program Room. Burnups, Burndowns, progress by Epic, this is all available in Jira Align. In fact, there are over 180 reports available in Jira Align. And if that's not enough, Jira Align BI extends the already-robust reports into your existing visualization tools or your enterprise data lake. 

Enterprise Business Intelligence Integration

You may already have a Business Intelligence solution. Quite frequently at Praecipio Consulting, we hear our clients mention PowerBI, Tableau, or data lakes such as Hadoop or Snowflake. These powerful solutions are likely already embedded in your organization. And there's probably a SME out there just waiting to assist. Enterprise organizations usually have an integrations team to help connect Jira and other data sources. In fact, we worked with a large organization to consolidate Jira instances to better connect data to their business intelligence platform. In just 12 short weeks, they were able to analyze and report on their current execution progress simply by being able to feed consolidated Jira data into their business intelligence platform. 

At Praecipio Consulting, we have extensive integrations experience across a wide-range of technologies. We can recommend Atlassian Marketplace apps as a fit-for-purpose solution or we can work with third-party integration engines to help you map data for enhanced metrics. 

Take a moment to step back and really examine your use of spreadsheets. While, again, they have a purpose in this world, to a hammer, everything looks like a nail. The spreadsheet is dead. Long live the spreadsheet. 

Topics: atlassian blog best-practices kanban scrum reporting support-live-music eazyBi jira-align advanced-roadmap business-intelligence
3 min read

What is Jira Align: A Primer

By Amanda Babb on Jun 30, 2021 4:45:59 PM

Blogpost-DisplayImage-June_What is Jira Align- A PrimerA couple of years ago, in Atlassian's annual flagship event formerly known as Summit and now known as Team, I was in a room full of people for two days providing training on Advanced Roadmaps for Jira on behalf of Atlassian. If you've never attended a live Summit event, the Kickoff Keynote is always a sight to see. One year, Scott and Mike dressed as Daft Punk and mixed music as DJ Kanban (I still nerd out on that one), you see announcements about the expansion of Pledge 1%, and, of course, new product announcements. Jira Align was acquired by Atlassian and announced at Summit 2019. I. Was. Floored. You see, we here at Praecipio Consulting were looking for a larger agile-at-scale solution for some of our largest clients. 

Enter Jira Align

After becoming a SAFe® Program Consultant (SPC) in 2015, I spent a lot of time with clients understanding intake and execution processes and facilitating them through the Atlassian product suite. These clients were either just starting their SAFe® journey or had been the earliest adopters and already implementing SAFe®. After implementing Advanced Roadmaps (then known as Portfolio for Jira) to support SAFe®, becoming the Atlassian University On Demand "voice" of Planning with Advanced Roadmaps, and guiding the course content with Atlassian, I was in love with Advanced Roadmaps. And I still am. Advanced Roadmaps is a powerful data aggregation, roadmap, and scenario planning tool for small- to medium-size organizations either as standalone entities or within an Enterprise organization.

Jira Align, however, brought forth a whole new realm of possibilities. Bringing robust framework expertise and combining it with an easy-to-use interface, Jira Align is THE solution for Enterprise organizations running agile-at-scale. Don't believe me? Atlassian is considered a Leader in the Gartner Enterprise Agile Planning Tools Magic Quadrant as of April 2021. Experience and third-party accolades aside, why is Jira Align so amazing? Let's take a closer look. 

Jira Software Integration

Unlike Advanced Roadmaps, Jira Align is a standalone product hosted either in multi-tenant or single-tenant cloud infrastructure. While there is an on-prem solution, of course, there are a lot of additional considerations if you have to choose this deployment. The connection between Jira Align and Jira Software supports both Data Center and Atlassian Cloud instances. The most critical part of the integration is the Jira Software Epic. Epics can be created in Jira Align and pushed to Jira Software or created in Jira Software and pulled into Jira Align. Keep in mind, when creating the integration, best practice is to isolate Epics into their own Jira project. Bringing in Stories and Sprints is also easier if a Jira project represents a single team. 

Rooms at Every Level

Whether you're just starting out with a single Agile Release Train (ART) or are running multiple ARTs, Jira Align provides the Program Room for each ART. This is the central hub for tracking the current Program Increment (PI) and planning the next one. Sprint Progress, investment runway, intra-ART and inter-ART dependencies, PI Burndown, it's all centralized within the Program Room. This provides Business Owners, RTEs, and Program Managers a clear view of the progress of the work in the PI. 

Jira Align also provides the Portfolio Room and Strategy Room. These rooms provide the progress towards Strategic Themes, Portfolio investments, progress toward long-term goals, and status updates. When properly connected to Epics in the Program room, Teams and ARTs can open the "Why?" tab on the Epic and see how their work is contributing to the overall strategy. 

Everyone's Favorite: Reporting

Jira Align has over 180 out-of-the-box reports. Each layer in Jira Align has a Track section pre-populated with the more popular reports for that section. For example, in the Program section, Jira Align provides Program Increment tracking, Program Increment insights, and Dependency Maps. If you're not sure what type of report you're looking for, simply click the Reports menu and ask a question in the search box. 

For those organizations that need to integrate with other systems or need more robust business intelligence, Enterprise Insights can be added to Jira Align. 

Want to know more? We here at Praecipio Consulting would love to walk you through how Jira Align can support your agile-at-scale transformation. Contact us!

Topics: atlassian blog scaled-agile integration reporting jira-align safe advanced-roadmap
4 min read

What is a Portfolio in Jira Align?

By Amanda Babb on Jun 21, 2021 1:55:35 PM

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Have you heard of Jira Align? I feel like we've told you about Jira Align. Maybe a few times. We here at Praecipio Consulting can't say enough about it. Its ability to manage agile-at-scale for enterprise organizations is unmatched. 

When implementing Jira Align or expanding your footprint, however, it's important to understand the objects in Jira Align, as well as their definitions. It's also critical that your organization agrees on these definitions as a whole. With that in mind, let's discuss the Portfolio in Jira Align. What it is according to the product, and more importantly, how to define it in your organization. 

What is a Portfolio in Jira Align? 

A Portfolio supports a value stream. What is a value stream? It's a specific set of solutions that deliver value to your customers whether internal or external. Where a lot of organizations make mistakes is thinking that a Portfolio is a grouping together of projects that need to be complete in a fiscal year. There is no regard for strategic alignment to themes, no consideration for investments, and may follow a business-unit-esque structure. This is NOT how agile-at-scale frameworks define Portfolios, nor how Jira Align defines them. In addition, Programs (aka teams of teams or Agile Release Trains) support a Portfolio. This ties the execution to the strategy in Jira Align. 

In Jira Align, a Portfolio has the following things: 

  • A Strategic Snapshot
  • One or more Program Increments (PIs)
  • A budget for the Snapshot
  • Strategic Themes with allocation to PIs
  • PI budgets established
  • PI budgets are allocated across the Programs
  • Blended rate established for the PIs
  • PI budgets, per program, have been allocated to Strategic Themes
  • Portfolio Epics are created and have been connected to a Strategic Theme, scored, swagged, budgeted, and targeted to one or more PI

Ok, that seems like a lot, right? And it is. In the words of Antoine de Saint-Exupéry, "A goal without a plan is just a wish." While you may have established goals (e.g. increase new subscriptions by 15% over last year), without tying goals to the PIs, allocating a budget, then creating Portfolio Epics, you have a wish, not a plan. 

How Do I Define a Portfolio? 

Depending on your organization, you may have to take a step back and really examine how you operate. There are many questions to ask your organization: how do we deliver value to our customers? Which programs support the value delivery? Are these programs truly cross-functional and able to deliver from idea to value in the hands of the customer? 

At Praecipio Consulting, one of our Portfolios is Client Delivery. This Portfolio delivers value to our clients by providing professional services around the Atlassian products and complimentary technologies. The solution (professional services) drives the definition of the Portfolio. Our Client Delivery organization is the delivery mechanism and is grouped into two delivery programs: technical and process. While these are not mutually exclusive, they do require specialization on the part of the teams depending on the services needed from the client. 

Can you break your value delivery, solutions, and execution mechanisms in the same way? If you're struggling to do so, it may be time to reevaluate your organization's definition of a Portfolio before defining it in Jira Align. 

Once the Portfolio is defined in plain language, then examine which Program(s) will execute against the Portfolio. Remember, a Program is a team of teams organized around the value delivery of the solution to your customers. The Program operates in their cadenced PIs, creates and ties Epics and Stories together to the Portfolio Epics to estimate and complete work. Without these links, you will not be able to understand your progress, investments, or overall health of the Portfolio in Jira Align. 

Reporting on the Portfolio

I know I've said this before, but there are over 180 reports in Jira Align. However, the most commonly used object is the Portfolio Room. There are three tabs in the Portfolio Room out-of-the-box: Financials, Resources, and Execution. In all three views, you will always see the Program Increment Roadmap. This gives you an understanding of the planning and progress of the PIs.

  • The Financials tab provides Budget by PI, Estimates, and Actuals in a single glance as well as Theme Effort vs. Value and Theme Budget Allocation against the ranked Theme Priority. 
  • The Resources tab provides allocated resources by theme based on estimated work in the PIs as well as team-week allocation Theme Effort Distribution against the ranked Theme Priority. 
  • The Execution tab provides Theme Progress, Points, and team-week efforts as well as Theme Burnup based on the number of points accepted. 

Of course, the Portfolio room is configurable based on the KPIs relevant to your organization. And a Portfolio manager can drill into any or all of the items listed above in further detail either by a specific PI or multiple PIs. Simply update the Program Increments you'd like to focus on and the Portfolio Room will update the data specific to those timeboxes. While Jira Align will suggest reports under the Track section of the navigation menu, again, you can simply ask Jira Align to provide the report you need under the full Reports section. 

Jira Align makes it simple to understand the health of one or many Portfolios in your organization. Best Practice is to start with one, iterate until you get it right, then expand across other Portfolios when ready. Praecipio Consulting's deep expertise with agile-at-scale frameworks as well as intimate knowledge of Jira Align can provide you the needed support when you're ready to take your teams to the next level: contact us and see if Jira Align is a good fit for your organization.

Topics: atlassian blog best-practices portfolio portfolio-management reporting jira-align
3 min read

Does Jira do burndown charts?

By Mary Roper on Jun 16, 2021 3:33:00 PM

Blogpost-DisplayImage-June_Does Jira do burndowns-Good reporting capabilities are essential to Agile teams using Jira Software - and for good reason! Data visualization tools are essential for promoting good communication and collaboration. One of the most sought-after reports is included in Jira Software out of the box: the burndown chart. Read on to learn how Jira makes it easy to generate and share the burndown chart with your team and stakeholders. 

The Inputs

  1. A Scrum Board: In Jira, the burndown chart is accessible through Scrum boards only.
    • To create a scrum-type board, follow these instructions from Atlassian. Column mapping is a key configuration point, as it's the basis for the burndown chart. 
  2. An Estimation Statistic: Determine how your team will measure work, and set an estimation value on each of the issues in your sprint.
    • Jira accommodates for Story Points, original time estimate, issue count, or any custom field, provided that the custom field is a numeric custom field type.
    • We know that this can be a sticking point for your team and asked our Principle Amanda Babb to shared her thoughts about Scrum Team time tracking to help you along the way. 
  3. An Active Sprint: Once your sprint starts, begin to review your team's progress. 

The Interpretation

Once the sprint starts, you can review the burndown chart along the way to understand the amount of remaining work in a particular sprint and gather feedback on the sprint itself. Below are a few scenarios that the burndown chart captures:

Scope Creep:

Scope creep is often unavoidable, so it's necessary to understand when they occurred especially if you team is no longer on target to meet its sprint goal. Here, the burndown chart reflects an increase in scope

scope-creep-burndown-chart

Opportunity for Alignment: 

It's important for the team to collaborate and land on an estimate for each work item in the sprint - not so much for the actual estimate itself but more for the shared understanding based on the requirements. This is often seen in both over and under estimates on the burndown chart. Below, the burndown chart reflects where some work was overestimated; the team is on track to the work well before the end of the sprint. 

opportunity-for-alignment-burndown-chart

Plateaus: 

Plateaus on the burndown chart are typical when you have a team who is either new to Agile as a whole or new to working together. It's an indication that the team got off to a good start early on, but didn't carry the effort through the remaining work items. 

plateau-burndown-chart

Ready to learn how Jira Software can help your Agile teams collaborate and communicate while working in Agile sprints? Drop us a line!

Topics: blog scrum data reporting agile
3 min read

Tracking CSAT through Jira Service Management

By Suze Treacy on Apr 1, 2021 5:03:00 PM

Blogpost-display-image_How Jira Service Desk helps track CSATCustomer Satisfaction, or CSAT, is a customer experience metric measuring satisfaction with a product, service or support interaction. The metric is captured through a short simple survey to enable the customer to provide their feedback.

CSAT in Jira Service Management

Did you know that your customer feedback is collected by default within Jira Service Management Projects? This means that when an issue is resolved, the customer receives an email requesting their feedback through a simple question such as "How satisfied were you with our service?". That simple question is editable, and can be defined by your project admin.

Remember, if you're utilizing next-gen projects, site administrator access is required to edit your CSAT survey question

There's a handy Satisfaction report built into Jira Service Management, visible to project administrators and agents. This report displays average customer satisfaction scores, as well as individual scores and comments for the team. You can toggle the report anywhere from the past 48 hours, all the way up to the past year by month!

jira-service-desk-satisfaction-report

It's also possible to configure your own custom report to track satisfaction trends. For example, you may want to see satisfaction by assignee, satisfaction by service request, or even a trend graph to track satisfaction changes over time.

The Pros of CSAT

CSAT, a very popular methodology, offers a quick and easy way to entice customers to give feedback. This then provides a clear metric for you to understand customer expectations, and work to exceed them. With CSAT enabled, your customers will receive a survey every time their request is resolved. This enables you to track customer satisfaction at different stages of their journey with your team, making bottlenecks and areas for improvement clear, with very little effort on your part.

CSAT also offers a fast way to compare yourself to your peers. According to the American Customer Satisfaction Index (ACSI), the average CSAT score across the nation is 76.5% - that's just over 3/4 of your customers reporting a satisfying experience. This figure differs by industry - you may not be too surprised to hear that, in 2019, Internet Service Providers and Subscription Television Services reported low CSAT benchmarks of 62%, while Breweries reported a much more favorable CSAT benchmark of 85%. But remember, while it is useful to be able to compare yourself to your competition, the true value from CSAT comes when you analyze and utilize feedback to drive continuous improvement and better your own customer experience.

Considerations of CSAT

While CSAT is a useful metric to track, there are a few considerations to take into account. The customer who takes the time to fill out their satisfaction is likely one who is happy with the service they received. Customers who are unhappy, or just moderately satisfied, are less likely to complete the survey, which can skew the data. CSAT has also been found to be a poor measure of loyalty - although poor CSAT scores can predict attrition, a high CSAT score has not been found to be a reliable predictor of repeat business. Cultural differences should also be taken into account - different standards and expectations will affect the score that customers are driven to pick, which, in part, can make it difficult to understand true customer satisfaction.

So, CSAT isn't a unicorn which can address all customer concerns with support. However, it does offer a valuable insight; one which should be paired with other tools to track and measure customer satisfaction. At Praecipio Consulting, we can help you make the most out of the benefits of collecting CSAT in Jira Service Management, and use those results along with other anecdotal evidence such as customer comments, number of tickets raised, cadence call discussions, and repeat business, to drive change, improve your customer offerings, and ultimately, reap the rewards!

Topics: jira blog tracking reporting customer-experience jira-service-management
2 min read

How to Track MTTR With Jira

By Michael Knight on May 26, 2020 9:15:00 AM

2020 Blogposts_What’s the difference between Affects Version & Fixed Version- copy

One of the most important metrics for IT and Customer Service teams that solve problems and answer customer questions is mean time to resolution, commonly referred to as MTTR. Atlassian defines MTTR as the average time it takes for an issue to reach a resolved state, as measured from the time the ticket was created. It’s an exceedingly important metric to track, especially for IT teams because it is one of the few great ways to quantify team productivity. When tracked and reported over time, it becomes possible to determine the efficacy and ROI of business process improvements. While Jira gives us an easy way to track service level agreements (aka SLAs), there is no great built-in tool for tracking MTTR (yet).

Fortunately, as with most desired features in the Atlassian ecosystem, there’s an app for that. We’ve discussed eazyBI quite a bit in the past, and for good reason: it is simply one of the best data aggregation and reporting tools available for Jira. Period.

To track MTTR, try using the Issue Resolution Days report. This report can roll up all of your issues and report average MTTR, broken down by issue type and time period. As with most eazyBI reports, you can customize this one just about any way, including which additional metrics to report on (such as median, min, and max time to resolution) and total or average hours logged. You can even set up your data visualization exactly how you want it.

If you’d like to learn more about the Issue Resolution Days report, eazyBI has some excellent documentation

One important thing to keep in mind when a team begins tracking MTTR is to make sure you properly define when an issue is resolved in your Jira instance. Without this clear definition, you may have trouble collecting data, or worse, you report on the wrong information. Tracking your MTTR to learn more about how you can reduce this metric can help your organization save time and resources, as well as contribute to generating a better user experience. 

If you want to get more out of reporting with Jira, let us help! As an Enterprise Platinum Atlassian Solution partner, Praecipio Consulting has spent over a decade working with the Atlassian suite to build, implement, and activate best-in-class solutions. When it comes to Jira and other Atlassian tools, we've got you covered!

Topics: jira blog meantime-to-recovery data reporting eazyBi customer-experience
7 min read

Seen It, Solved It: Jira Service Desk for ITIL

By Praecipio Consulting on May 4, 2016 11:00:00 AM

Growth Through Change 

"Organizations that do not or cannot evolve will not last." In the business world, change is constant and necessary, especially when it comes to meeting the dynamic needs of customers. ITIL, or Information Technology Infrastructure Library, is a methodology that helps organizations effectively manage change while putting the customer at the center of the process. ITIL prescribes processes to ensure the customer's needs and requests are handled with ease – from acknowledgement of an issue through the application and evaluation of the solution. One of the greatest values of the ITIL methodology is that it embeds continual improvement into the process. The ITIL framework can be leveraged by anyone, including non-technical teams, to better manage change and serve customers. Atlassian's fastest growing product, Jira Service Desk, facilitates ITIL adoption in an organization by encouraging traceability, collaboration, and reporting. 

As business process experts certified in ITIL, we leverage the ITIL methodology in unison with Jira Service Desk to institute best practices for our clients. Here are 5 real-world examples of how Praecipio Consulting helped our clients implement lasting organizational change by embracing key ITIL concepts of automation, visibility, knowledge base, change management and evaluation, and continuous improvement. 

Automation

"Using service automation to streamline both simple and more complex workflows of course impacts the overall efficiency of the organization... it also allows for a much better end-user experience for everyone at the company." - ITIL beyond IT: What is Service Automation & Service Relationship Management?

Problem: A major utility company powering the U.S. Eastern seaboard was manually reporting security equipment issues and coordinating with external vendors to fix the issues. This manual process was prone to errors and didn't allow for tracking of service level agreements (SLAs), which would determine which vendors were breaching their contracts. The company was using spreadsheets to track these crucial assets and their maintenance. The spreadsheet system was inefficient and created duplicate versions – leading to confusion, frustration, and waste. Furthermore, the spreadsheets could not track SLAs for Acknowledgement or Resolution for vendors.

Solution: To reduce redundancy and enforce SLAs, our experts implemented Jira Service Desk for the major utility company. By replacing their spreadsheets with Jira Core and Jira Service Desk, we helped them add a level of automation to their workflow. This reduced waste of time and resources, allowed for better communication with third-party vendors, and created a clear path for escalation. The custom configuration we created for the company maintained their security, while also allowing vendors to be a part of of the conversation. Furthermore, reporting features from both Jira Core and Jira Service Desk allowed for a central point of truth. The utility company could check the status of service tickets and see how well vendors were adhering to their SLAs. Through the process of improving their security equipment reporting and vendor coordination, the company found other areas of improvement and have chosen to continue working with us to maximize those workflows. 

Visibility

"It can be very difficult to know the health of your service desk, run reports, and find way to improve your support if you don’t have the right data." - The ABCs of Jira Service Desk: measuring success

Problem: A major U.S. waste management company wanted to adopt a more structured reporting system, replace an old enterprise software application, and incorporate the ITIL framework into their organization. The company's goal was to standardize tools in order to improve communication and rally around a consistent project management methodology. The waste management company desired a suite of tools with the ability to integrate functions across IT service areas, leading to better service for the end customer.

Solution: In addition to implementing several other Atlassian products, our experts helped the company leverage Jira Service Desk to achieve their business goals. We helped them create a central application with the ability to distinguish request types through a structured workflow. This included a more robust user interface to better triage issues and send them to the appropriate teams. The ability to categorize requests and label them with levels of urgency allowed the company to have better reporting, leading to improved enforcements of SLAs. 

Knowledge Base

"[A knowledge base] gets [customers] the help they need at the speed they’ve become accustomed to – i.e., in the time it takes to swipe around on their phones – and it frees service desk agents from stressing out while anxious customers wait on hold or answering the same question over email for the 10th time this week." - 4 tips for getting started with knowledge management

Problem: A large, private U.S. university wanted to revamp an old software application and replace it with a more robust and dynamic knowledge base. The university's goal was to increase usability for both their students and faculty regarding technical and campus-related questions, deflecting tickets by providing requesters with FAQ's and other resources to help them self-serve to find their answers. 

Solution: Our experts helped the university leverage Jira Service Desk and Confluence to achieve their goal. Combining Jira Service Desk with Questions for Confluence (a Confluence add-on that provides a knowledge base inside the already powerful wiki tool) allowed the university to implement a centralized knowledge database. Jira Service Desk allowed for better help engagement using queues and other helpful functionalities. Questions for Confluence empowered external users to help themselves by accessing a database of pre-answered questions, without tying up service desk agents with redundant problems.

Change Management and Evaluation

"Listening to your customers is the single most important thing you can do for the health of your company." 5 tips to transform your IT team from zero to superhero

Problem: The largest provider of support services to general and multi-specialty dental groups in the United States needed the ability to receive and respond to client feedback in addition to handling client issues. They did not have a clearly defined process for patients to interact with the organization and to raise issues. Their marketing team was searching for a new software tool that would manage feedback in a way that led to issue resolution and change management. The team's ideal tool would be able to enforce and report on multiple SLAs through issues submitted via the company's public website.

Solution: Our experts helped the dental corporation adopt Jira Core and Jira Service Desk to manage issue tracking and change management. With Jira Service Desk, the company was able to cleanly sort through client feedback and create a workflow to address issues that arose. Beyond managing client feedback, the dental corporation also used these tools for clinical tasks, billing, and other activities that needed life cycle tracking. In addition to tracking, the Atlassian tools helped the organization evaluate the effectiveness of their changes and quantified the improvements made – empowering all teams, not just marketing, to better serve their customers. 

Continuous Improvement

"With a single-product approach, configuring an SLA or modifying a workflow is easy, because they share core processes." How Jira Service Desk approaches ITSM 

Problem: A major U.S. insurance company was using three different software applications for code management, issue tracking, and service desk management – leading to inefficiencies and miscommunication. Their use of three separate applications resulted in duplicate tickets and the inability to enforce SLAs across the organization.The insurance company wanted to improve these processes and embrace ITIL's practice of continuous improvement. 

Solution: Our assessment encouraged the company to adopt a single application, Jira Service Desk, to provide a single source of truth. With Jira Service Desk, there was a common point of collaboration for issue management. This reduced duplicate tickets and saved valuable time and resources. Leveraging entities, workflows, and issue linking, we helped the insurance company align their processes to make reporting and enforcing SLAs easier, more efficient, and more effective. By strengthening their ability to track what changes are needed and to act upon those needs, we helped them develop a cycle for continuous improvement.  

ITIL for One, and ITIL for All 

"Just because one service desk streamlines the IT and service departments, it doesn’t mean that other teams can’t also benefit from them." - 5 tips to transform your IT team from zero to superhero

These real-world examples from our clients highlight how ITIL and Jira Service Desk can help organizations evolve and change – without the growing pains. ITIL concepts of automation, visibility, knowledge base, change management and evaluation, and continuous improvement aren't just for IT teams. These powerful ideas also provides immense value to other parts of any organization, technical and business teams alike. At Praecipio Consulting, we excel at leveraging the ITIL methodology and Jira Service Desk to help organizations do what they do better. Want more proof? Contact us to learn how we can help your organization evolve and do your best business. 

Topics: jira atlassian blog scaled-agile automation business confluence process standardize workflows traceability collaboration continuous-improvement integration it itil itsm jira-service-desk operations reporting white-paper

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