How do you report open requests per agent in Jira Service Management? In Charts and Reports for Jira Service Management, create a custom chart with Assignee on the X axis, Request Count as the measure and Priority as the group, add it to a team view next to the status and SLA widgets, and filter the view to one agent to see their workload and the tickets behind it.
Before you start
-
A team view you can edit with Assignee, Priority and the projects you need available.
-
For an open-workload report, scope the view to open or unresolved requests using the status or JQL filters appropriate to your workflow.
Video: Build an agent workload report
Follow the short demonstration, or use the written steps below. Menu labels can vary by installed version.
Watch time: 1:52. The demonstration uses fictional service desk data.
Watch Build an agent workload report on YouTube (captions and playback controls)
Steps
-
In the view, + › Widgets panel › Create Custom Widget: name, category, type Chart.
-
Filters step: Custom Chart › X Axis: Assignee › Measure: Request Count › Group By: Priority › Preview › Create. The widget is added to the view.
-
Add SLA Met Vs Breached Summary from the Widgets panel next to it.
-
Assignee filter › one agent › Apply: every widget updates together.
-
Widget menu › Analyze › Full DataView to list that agent's tickets.
-
Share › with Jira Groups › Read only › pick the group › Save.
Check your result
Assignee describes current ownership; it does not establish who resolved a ticket historically.
If you count all requests without an open-work filter, label the chart accordingly. Check status and priority alongside the count before drawing workload conclusions.
Related guides
How to use JQL queries as Dashboard filters?
Share a view with Jira user groups