Delivering Next-Level Jira Service Quality with JQL

Ensuring consistent quality in service delivery is essential if you want to effectively meet customers’ expectations. That includes making sure that services are delivered in a timely manner, incidents are managed and prioritized appropriately, and customers’ requests are addressed quickly.

Jira Service Management, one of the most cost-effective ITSM solutions, has been integral to many agile teams looking to align operational processes across various areas of work. From service requests to incident management, the platform helps businesses build, manage, and scale a service desk at capacity.

The thing is, keeping track of issues effectively is a challenging task, especially when your Jira instance is large. If searchability of issues gets in the way, it will disrupt your response time and eventually reduce the quality of service delivered. Using JQL helps, but the app’s query parameters are limited.

Continue reading to learn about the limitations of Jira’s search query parameters, requirements for quality service delivery, and how having additional JQL functions can help you improve quality of service.

Limitations of Jira’s Search Query Parameters

JQL is a key tool in helping service desk admins like yourself find certain types of issues that need to be resolved quickly. Below are some examples of JQL field queries you can use to search your Jira instance:

  • Find requests that require or required approval by a specific user (e.g., Jane Smith):
    approval = approver(jsmith)
  • Find issues with an AffectedVersion of 2.33:
    affectedVersion = "2.33"
  • Find issues that are currently assigned, or were previously assigned, to Jane Smith:
    assignee WAS jsmith
  • Find issues where Customer Request Type is either Request a new account or Get IT Help:
    "Customer Request Type" IN ("Request a new account", "Get IT Help")

While these are helpful, you can’t find really specific issues that could significantly improve service delivery workflow – even with advanced search filters. For instance, basic JQL can’t help you find the following:

  • Issues that are awaiting quick response
  • Issues that have been last commented by a service agent
  • Unresolved bugs linked to service desk issues
  • Issues that were last commented on over a specific number of days
  • Linked issues that might be blocking high-priority tasks
  • Issues related to the same recurring bugs
  • Issues with similar error patterns

However, an app like JQL Search Extensions for Jira can help you overcome these limits. 

Quality Service Delivery

Your search needs have to be met in order for you to deliver quality services and satisfy your customers. Tolerating basic Jira search shortcomings will prevent you and your service agents from

  • responding to service requests in a timely manner,
  • prioritizing incident reports appropriately,
  • keeping track of unresolved issues effectively,
  • identifying unresolved linked issues accurately,
  • and producing detailed reports on your tickets efficiently.

Why bog you and your team down with unnecessary hurdles to service delivery excellence? In the next section, you’ll learn about key queries that JQL Search Extensions for Jira offers that can help you significantly improve your service quality.

Key Queries for Improved Service Quality

The JQL Search Extensions app offers over 50 query functions and fields that could significantly improve search capabilities and increase speed to value delivery.

Through the app, you can access additional field queries that would help you find specific attachments, versions, links, remote links, subtasks, epics, and updates and time logs that basic JQL functions lack.

Below are a few of the extended JQLs that you can use for Jira Service Management.

  1. Response Required Issues

    Commonly, service desk administrators would set up an automation system where an issue status will transition to Waiting for customer after an operator comments on it. Sometimes, customers take longer to reply, and they need to be reminded to respond. Other times, the operators are the ones who need to be reminded to respond. You can use this query function to filter issues where the last comment is more than 3 days old:

    commentLastCreatedOnDate < -3d
  2. Last Commented by Operator Issues

    If your service desk is set up differently (i.e., Waiting for customer status isn’t in the workflow), you can then find issues where the last comment was by an operator and is over a day old. The JQL search extension for this is:

    commentLastCreatedOnDate < -1d AND commentLastCreatedBy in membersof(jsd-operators-staff) AND resolution is EMPTY
  3. Unique SLA Status Issues

    If you have issue statuses that are unique to your SLAs, like ‘time to resolution,’ and these issues are linked to a support project, then you need to identify them swiftly to avoid an SLA breach. So, if a marketing project is linked to a support project and you want to find all its linked issues with the same issue status, you can use this query:

    project=MARKETING and issue in linkedIssuesOfQuery("project=SUP and 'Time to resolution'=breached()")

  4. Recurring Bug Issues

    You might be getting support tickets that revolve around a recurring bug. This usually happens when you have a product version that’s been affected. It’s important that you keep track of all these reports to make sure that you resolve them all. The query for this is:

    project=SUP and issue in linkedIssuesOfQuery("affectedVersion='2.0'")

    There are, of course, plenty of other Jira Service Management queries that you can use to meet your search needs. Examples above are presented to give you an image of what you can achieve with additional search extension queries. You can explore more top JQL queries for service administrators here; where you can easily learn how to identify blockers and prioritize effectively.

JQL Search Extensions for Better Service Quality

With JQL Search Extensions, you and your service agents can experience service management and value delivery at a greater convenience – all because you have expansive search capabilities. When you can do your work more efficiently, you provide value at greater quality. Try the app for free for 30 days to evaluate its performance capacity for yourself.

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