Page Comparison

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1. Using Jira Query Language (JQL): You can use JQL to search for tickets that have been reassigned. The basic syntax for this is:

   assignee changed FROM “user1” TO “user2”

   This will give you all the tickets that have been reassigned from user1 to user2. But if you want to find out all the tickets that have been reassigned regardless of the user, you would need to use a slightly different query:

   assignee was “user1”

   This will give you all the tickets that were assigned to user1 at any time.
   Pros: Any Jira user may use this method.

   Cons: 1) A major drawback of this method is the necessity for repeated manual execution and the subsequent manual export and organization of the collected data into meaningful information.
   2) Moreover, the report on these data is still to be configured separately.
   

2. Using Jira Custom Fields: You can create a report to track the changes in the assignee field. This requires admin access and some understanding of how Jira's custom fields and automation triggers work. The general idea would be to create a field that tracks changes in the assignee field, and then increment the value of the counter by one for each reassignment.
   Pros: The result is achieved with Jira out-of-box capabilities, though they might require additional effort to analyze the data captured with external tools or add-ons.
   Cons: The approach comes with several disadvantages:
   1) Some data processing effort is required to generate the report once the custom field is set up.
   2) It requires the development of an automation rule logic to exclude initial assignments (i.e., the transition from the first “Unassigned” to “User” values in the assignee field) from the calculations.
   3) Custom field creation needs the permission of a Jira administrator.
   

3. Using a scripted field provided by plugins like ScriptRunner: You will need to create a Custom Scripted Field in ScriptRunner, and then define the script in the scripting language used by ScriptRunner.
   Pros: 1) This allows to implement various scenarios to count reassignments using a short script.
   2) ScriptRunner has some flexibility in its permissions scheme.
   Cons: 1) There is still some data processing effort required to create the report once the custom field is set up.
   2) You need to have skills for code development.
   3) Still, you will need to create a custom report based on the data from the field, and it’s only project administrators who may do that.
   

4. Using Jira's Audit Log: If you have access to Jira's audit log (usually available to Jira administrators), you can also use it to track changes in the assignee field. The audit log records all changes to issues, including changes to the assignee. You would need to count the changes, which can be time-consuming if you have a large number of tickets.
   Pros: Jira audit logs grant access to the ticket reassignments history for a more profound analysis.
   Cons: 1) This solution is only available for Jira administrators.
   2) It will require data export and filtering for processing and analysis, so the report must be managed outside of Jira.
   

5. Using BI (Business Intelligence)-solutions like eazyBI: You need to define an eazyBI custom field to count the reassignments, and then code some logic behind to populate it. The processing of the queried data can be done with built-in metrics or developed from scratch using the MDX language. Results can be presented in different visuals that are immediately available.
   Pros: 1) There is a full-scale BI-approach with ETL, data processing and all the capabilities of data analysis frameworks.
   2) The entire process of data collection and report creation is done in a single app with powerful visualization capabilities.
   Cons: 1) It will require some effort to learn and implement the necessary report.
   2) BI-capabilities may be an overkill compared to the simpleness of the task itself.
   3) You would need some code-development skills to implement the logic for populating custom fields with data.

Hence, we have a multiple known ways to collect the data necessary, organize it into valuable information and then analyze for insights. Every approach has its pros and cons, but they could be generally divided into two major groups:

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1. Proper Staff Training: Make sure your staff is well-trained and capable of handling a wide variety of issues. The more skilled your staff is, the less likely they'll need to reassign tickets.
   _{Hint: Actonic’s Ticket Bouncing Report allows you to identify projects, environments, issue types, and labels involved in reassignments → this will help you to identify at what areas your staff may lack competences.}
   

2. Effective Ticket Routing: Implement an effective ticket routing system. This could be based on the type of issue, the customer's industry, or the specific product the customer is using. The right ticket should reach the appropriate person at the first instance. You may introduce ticket routing matrixes, or imply tickets routing automation to make sure routing is done effectively.
   _{Hint: Actonic Ticket Bouncing Report provides you with a source of data to identify what reassignments and from what person to whom happened for every ticket.}
   

3. Knowledge Management: Have a robust knowledge base that can be used by your team to find solutions to common problems. This can reduce the need for ticket reassignment.
   

4. Collaborative Approach: Foster a collaborative approach among the team members. Instead of bouncing the ticket around, team members could consult each other to resolve issues more quickly.
   

5. Frequent Reviews: Regularly review the ticket reassignment data and identify patterns. Are certain types of tickets being reassigned more frequently? Are there specific team members who are reassigning tickets more than others? This data can provide useful insights.
   _{Hint: Actonic ticket bouncing report lets you analyse reassignments data in time by days, weeks and months, as long as provides insights on patterns depending on selected grouping options.}
   

6. Set Expectations: Be clear about the roles and responsibilities of each team member. This can reduce confusion and unnecessary reassignments.
   

7. Feedback and Continuous Improvement: Encourage feedback from team members and customers to identify areas for improvement. Implement changes based on this feedback.
   

8. Use Technology: Leverage AI and Machine Learning technologies to automatically route the tickets to the appropriate resolver group based on the issue type, customer data, and other parameters. Use Jira capabilities to assign tickets automatically!

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