Ticket Reopen Rate (RR) Report

Owned by Polina Georgieva
Aug 07, 2024
2 min read
Ticker-reopen-rate-xla-report-jsm.png

Step 1: Add Two Data Sources:

  • Data Source A: Filter resolved issues from the time period you wish to analyze. In our example, this period is 30 days.

  • Data Source B: Duplicate Data Source A to reuse the same filters. Add a JQL query status was in (Reopened) to filter only the issues that were reopened from all those resolved during the selected time period.

Step 2: Click on the Formula Metric tab and enter a name for the formula metric.

Step 3: Add Two Parameters:

  • P1: Number of issues calculated from Data Source A.

  • P2: Number of issues calculated from Data Source B.

Step 4: Enter the Formula Equation. Type the formula (P2 / P1) * 100 to calculate the percentage ratio between the two parameters.

Step 5: Configure the Display by: select the ‘Resolved’ field and specify the granularity, such as by week, or another suitable option for your analysis.

Ticket-reopen-rate-settings.png

 

 

 

 

Here’s how Data Source B is configured in our sample: