Jira Custom Fields I 3 min Jira configuration

Track new KPIs

Add Jira custom fields and capture new Jira workflow event metrics to enhance your company or team performance objectives and create new company KPIs using the collected data.

In the context of a Support team these may look as follows:

• Support Iterations – the number of times an issue is returned to support. It may be used for KPIs, e.g., Decrease back-and-forth in workflow.
• Supported by – the Jira user that investigated the issue. In many cases it may differ from the assignee. Identify more accurately the key contributors within the team with KPIs, e.g. First Contact Resolution (FCR)
• Support Started – the start date of support that may be used to track KPIs, e.g. First Response Time (FRT).

In the context of Quality Assurance these may be:

• Test Iterations: Number of times an issue was in testing. Set metrics that decrease the repeating cycles. Combined with “Resolution” (e.g., “Duplicate”, “Cannot reproduce”, “Not a defect”), this will help to improve team punctuality by setting KPIs, e.g. Punctuality of reported defects.
• Tested by: The user that resolved / transitioned an issue from “Testing” status to “Done” (or “Resolved”, or “Closed”).  This will allow setting individual goals to a QA or a Development team member with KPIs such as Decrease time spent in rework.
• Testing Start: The time when an issue was moved to status “Testing”. Capturing such event date enables creation of derive metrics based on Avg. time between events, e.g., Cycle Time KPI.

Adapt the same technique to track similar information, e.g., Review Iterations, Reviewed By, Reopen Iterations, Reopened By, or whatever fits your workflow most.

Step 1: Add Jira Custom Fields

Add Jira custom fields which will store the workflow events info that you would like to track and use within your KPIs.

Check the following Jira configuration of new custom fields: Support Iterations, Supported by and Support Started date.

Step 2: Capture new Jira workflow events

Locate the Jira workflow(s) that serves the issue type(s) in which you are interested to set metrics. Identify the transition step(s) within the workflow and set post functions. These post functions will store data from the issue context within the Custom Fields. This will allow future analyses and setting new company goals as part of your OKR process.

Please check the following recording with exact configuration steps.

Step 3: Create new KPIs using the collected data.

Create new KPIs with Performance Objectives: Charts for Jira app. Explore some popular KPI examples with their configurations using the Performance Objectives dashboard gadgets.