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More precise meaning: count of JSM Incidents and Service Requests assigned to OIT Support Teams in centrally-managed campus-facing support desks (not OITSD or TSD or AUXS) resolved between October 1 - September 30
Exact JQL: project in ("IT Service Desk","PSU Support Desk","TC Service Desk","Agent Support Desk","Faculty Support Desk","Student Support Desk") AND "Support Team[Select List (cascading)]" in ("OIT") AND issuetype in("Incident","Service Request","Service Request with Approvals","Service Request with Approvals - All Required") AND resolved >= 2023-10-01 AND resolved < 2024-10-01
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More precise meaning: average of all Satisfaction scores for JSM Incidents and Service Requests assigned to OIT Support Teams in centrally-managed campus-facing support desks (not OITSD or TSD or AUXS) resolved between October 1 - September 30
Exact JQL: project in ("IT Service Desk","PSU Support Desk","TC Service Desk","Agent Support Desk","Faculty Support Desk","Student Support Desk") AND "Support Team[Select List (cascading)]" in ("OIT") AND issuetype in("Incident","Service Request","Service Request with Approvals","Service Request with Approvals - All Required") AND resolved >= 2023-10-01 AND resolved < 2024-10-01 AND Satisfaction IS NOT EMPTY (same as above, with the added final clause)
Execute the JQL query above, making sure that Satisfaction is one of your visible columns. Select Apps > Open in Microsoft Excel to download all search results (not just the single screen of results you get using Export issues). Open the exported file in Excel. Highlight all Satisfaction values and correct error with “Convert to Number”. Format the Satisfaction values as Number with 2 decimal places. Highlight entire Satisfaction column to see Average in lower right corner of application window.
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