Summary
IT operations teams can track incidents in Jira Service Management and capture values such as affected users, resolution effort, and service downtime. Grouping by priority provides an executive level overview of operational impact.
Business value: Service owners can distinguish frequent low impact requests from less frequent but highly disruptive incidents, helping them prioritize reliability work and operational investment.
Configuration
Explanation of this use case
Each incident is represented by a work item that contains the following key fields. All the fields have been created and populated in advance.
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Affected users: A number field to track number of the affected users for a given incident.
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Time spent: A system field that keeps the record of time to investigate and resolve the incident.
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Downtime minutes: The time elapsed between the incident identification to successful resolution.
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Work item count: The number of the incident that occurred over time.
Please configure the Grouped Filter Results gadget as shown in the screenshot below to realize this use case.
