Report for Percent of Cases Escalated to Jira (Trend) in Explore

3 Comments

  • Mark D Miller

    Great question Rahul.  I was unaware of the global percent of cases escalated to JIRA metric in Insights.  We have an enterprise license and that metric does not exist in our environment.   I've been looking for something like this for awhile now.  Anxious to see if anybody can help with the Explore version.

    Mark

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  • Rahul Choudhary

    Yeah. It does exist in Insights but I am looking to see if zendesk experts can help you create/find the same similar to it in Explore.

    -Rahul

     

     

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  • Chris Bulin
    Community Moderator

    Explore is in some ways more flexible than Insights, but it means you have to decide on how you want to tackle some things that used to be standard. You can tackle this in a couple of different ways Rahul Choudhary.

    I think the easiest way would be to use a Result Metric Calculation which would allow you to divide the number of JIRA tickets by total tickets. So it might look something like this:

    Protip: If you're using a Result Metric Calculation that results in a % make sure to set the display value to % for it!

    If you are using a specific tag for your JIRA tickets, rather than just Problem tickets, you'll first want to create a metric for it. So, for example, our JIRA tickets use the tag jira_escalated. That Calculated Metric would look like this:

    Then you can use the same Result Metric Calculation but replace D_COUNT(Problem Tickets) with D_COUNT(JIRA tickets) in the calculation.

    Once you have the calculations, then you can use the attributes to slice by month or quarter and set your line graph. I hope that helps!

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