Beyond the essential JIRA KPIs, work in progress, work outstanding (backlog), etc, what KPIs can be derived from your JIRA data depends on how your JIRA is configured and how you make use of JIRA workflows and fields. For example, 

  • Do you size your work with estimates? 

  • Do you have a “reopened” state in your workflow? 

  • Are JIRA issues moved promptly between states in your workflow? 

Different flavours of JIRA, such and JIRA ServiceDesk and JIRA Agile offer extended capabilities or additional fields that can be used to great effect in ServiceClarity KPIs.

Here are some basic checks that you can be performed to ensure that you get the best out of the data that you have.

Completed work

Work that has been completed, regardless of which custom workflow is used, should move to its final state with an assigned “resolution”. This will trigger internal JIRA processing. For tracking JIRA KPIs in ServiceClarity, the most important of these triggered processes is the automatic setting of a resolution date. Although it’s not essential that many KPIs are best expressed in terms of this resolution date. 

It is possible to check if your JIRA issues are being completed with a resolution by running the following JQL in the JIRA Issue Search:

resolutiondate is EMPTY AND statusCategory = Done

The above query should not return any results. If results are returned then check that the “resolution” field is not hidden, which is a common cause of missing resolution dates.

Detailed timings

ServiceClarity is capable of tracking many different time related JIRA KPIs, including but not limited to: the total time that work takes, the average time that it is waiting, the average time to respond, etc. Most of these time based KPIs rely on detailed internal JIRA records that are not normally available in the JIRA application itself. These detailed timings are collected by one of the default Atlassian add-ons: JIRA Charting plugin. This add-on is available and enabled by default on all JIRA Cloud accounts. On standalone JIRA Server installations it is available but can sometimes be disabled. 

If you are interested in tracking cycle-times, mean time to respond, mean time to resolve, average lead times, etc then it is worth checking that your JIRA system has the JIRA Charting plugin enabled. If you have administrative privileges the easiest way to confirm that you can get timing data from your JIRA is from within the JIRA application. Access the JIRA Administration menu and navigate to the “Issues” settings and then from there go the the  “Custom fields” settings. If the JIRA Charting plugin is enabled there will be two custom fields:

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