Charts | Colined Help Center

This article explains why and how to use the Charts tab type within a report.

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Why should you use this tab type?

You can use the Charts tab type to explore, analyze, and present your data.

Explore multi-value fields: Go beyond progress indicators by comparing up to two values for a single field.

For example, a progress indicator can show the cumulative Original Estimate for each Status Category.

You can then use the chart shown in the above screenshot to compare Original Estimate and Time Spent for each Status Category to identify which statuses contain issues that exceed their original estimates.

Analyze trends across sequential values: Compare two values with different units of measure to determine whether they increase proportionally or are inversely related.

For example, use a bar chart to compare Issue Count and Average Resolution Time for groups based on the number of comments per ticket.

As the number of comments increases, you can determine whether the average resolution time also increases and whether most tickets contain relatively few comments.

Showcase relationships between multiple fields: Compare the relationship between two fields by displaying up to two overlapping values in a single chart.

For example, use a bubble chart to compare the number of customer comments with the number of agent comments for each ticket, where the size of each bubble represents the Issue Count.

You can then overlay a second bubble series to display the Average Resolution Time, helping you determine whether tickets with more agent interactions generally take longer to resolve because additional updates or clarifications are required.

Features and use cases

Display the Time to resolution and Issue Count based on ticket comments in a bar chart

The example above shows a Bar chart in the Charts tab type for a Jira Service Management project (JSM).

The orange bars represent the number of issues (Issue Count) for each comment count, while the grey bars represent the average Time to Resolution for issues with that number of comments.

The purpose of this chart is to determine whether the average Time to Resolution increases as the number of comments per ticket increases.

The chart shows that most issues contain five comments or fewer, as indicated by the concentration of orange bars on the left side. This indicates that issues with fewer comments are the most common.

By comparison, the average Time to Resolution increases for issues containing between 11 and 19 comments. This suggests that issues with a higher number of comments generally take longer to resolve. For issues with 39 or more comments, the average resolution time increases further. However, these values are based on a relatively small number of issues and may represent outliers.

In the same report, the Pivot tab type shows an average Time to Resolution of 2 days and 2 hours across all 372 issues. This average is exceeded by groups of issues containing five or more comments, which further confirms at least half or most issuescontain five comments or fewer.

In this example, the majority of issues are resolved with relatively few comments, resulting in a lower overall average Time to Resolution, even though the SLA target is exceeded for nearly all groups.

While a higher number of comments is often associated with a higher average Time to Resolution, issues with a large number of comments represent only a small proportion of all issues and therefore do not significantly affect the overall average Time to Resolution.

To learn more about using the app with a JSM project, refer to the related article.

Display the Time to resolution for External and Customer comments in a bubble chart

The example above shows a Bubble chart in the Charts tab type for a Jira Service Management project (JSM).

The orange bubbles represent the number of tickets (Issue Count) for each combination of comment counts, while the grey bubbles represent the average Time to Resolution for tickets with those values.

The larger orange bubbles in the lower-left area indicate a concentration of tickets with three comments or fewer. In contrast, the larger grey bubbles in the upper-right area indicate higher average Time to Resolution for tickets with six or more comments.

The chart compares two comment types: External Comments on the x-axis and Customer Comments on the y-axis.

By selecting the orange bubble in the lower-left corner (representing 1 External Comment and 1 Customer Comment), a breakdown pop-up displays the 30 tickets in this group, as shown in the screenshot above.

The purpose of this chart is to determine whether the average Time to Resolution increases as the number of External Comments or Customer Comments per ticket increases.

This may indicate whether additional communication from agents or customers is associated with longer resolution times.

The comment types can be defined as follows:

Customer Comments: Customer Comments are created when a customer submits or replies to a ticket through the Customer Portal, replies to an email notification for an existing ticket, or sends an email that creates a new ticket.

These comments are visible to the customer, agents, and authorized Jira Service Management users in both the Customer Portal and Jira Service Management. As shown in the Progress section, there are 872 Customer Comments across the 368 tickets included in the report.

External Comments: External Comments are created by agents or authorized Jira Service Management users when responding to the ticket reporter.

These comments are visible to the customer, agents, and authorized Jira Service Management users in both the Customer Portal and Jira Service Management. As shown in the Progress section, there are 1,088 External Comments across the 368 tickets included in the report.

Internal Comments: Internal Comments are created by agents or authorized Jira Service Management users and are visible only to agents and authorized users.

These comments are hidden from customers and do not appear in the Customer Portal. As shown in the Progress section, there are 313 External Comments across the 368 tickets included in the report.

Agent Comments: Agent Comments represent the combined total of External Comments and Internal Comments. Since both comment types are created by agents, this metric can be used to measure the overall level of agent activity on a ticket.

In the same report, the Pivot tab shows an average Time to Resolution of 1 day and 22 hours across all 368 tickets. This average is exceeded by groups of tickets containing three or more comments, which suggests that at least half or most tickets fall within the lower comment range.

In this example, the majority of tickets are resolved within three External and Customer Comments, resulting in a lower overall average Time to Resolution, even though the SLA target is exceeded for most groups within this range.

A near 1:1 relationship between External and Customer Comments is also observed for tickets with fewer than four comments. This means that both comments are contributing almost equally to the average Time to Resolution.

For tickets with more than four comments, a higher number of comments is generally associated with a higher average Time to Resolution. However, these tickets represent only a small proportion of the dataset and therefore do not significantly affect the overall average Time to Resolution.

To learn more about using the app with a JSM project, refer to the related article.

Display the Issue Count for each Status and Assignee in a stacked bar chart

A stacked bar chart, shown in the above example, displays the Issue Count for each Status, with each assignee represented by a separate segment within the bar.

This format makes it easy to compare each assignee's contribution to the total number of issues and identify how many issues remain unresolved for each assignee.

Display the Issue Count and Status for each Project in a grouped bar chart

The grouped bar chart shown in the example above displays the Issue Count for each project. Within each project, a separate bar represents each Status Category, making it easy to compare status distribution across projects.

This format makes it easy to compare completed and remaining work for each projects.

Display the average resolution time for tickets using a line chart

The line chart shown in the example above displays the average time required to resolve (time to resolution) a ticket based on its creation date. By grouping the data into quarterly intervals, the chart shows that the average time to resolve a ticket has been trending upward for at least five years.

This format makes it easy to observe trends across a time period or an ordered sequence of values, such as software version releases.

Display the issue count for tickets using a grouped line chart

The grouped line chart shown in the example above displays the issue count based on the ticket creation date, grouped by two resolution types.

Tickets categorized as Answered were resolved by providing guidance, clarification, or a configuration change.
In comparison, tickets categorized as Fixed required a product patch before they could be resolved.

By grouping the data into quarterly intervals, the chart shows that the number of tickets requiring a product patch (Fixed resolution) has gradually declined over the past five years and has been absent for the last three quarters.

However, the absence of Fixed resolutions in recent quarters may be influenced by the lower overall volume of tickets during that period.

Over the same period, more tickets were resolved by communicating with the client (Answered resolution) than by deploying a product patch (Fixed resolution).

Taken together, these trends suggest that tickets requiring a product patch have become less common over time. However, this trend should be reassessed if the volume of tickets increases in the future.

This format makes it easy to compare trends between grouped values over time or across an ordered sequence of values, such as software version releases.

Display the sum for a custom field in a bar chart

In the above screenshot, a chart using a custom field is shown.

You can create a custom field using the Number field type and then use it as a Value in any chart to display its Sum, Average, or Median.

Alternatively, you can create a non-numeric custom field and use it as a Field in any chart.

Which chart types are available?

You can use the following chart types in this tab:

Bar: Uses vertical or horizontal bars of different lengths to display values across one or two Y-axes. Bar charts are useful for comparing multiple values at the same time.
Stacked Bar: Uses vertical or horizontal bars divided into segments to show how multiple groups contribute to a total. Each segment represents the contribution of a group.
Grouped Bar: Displays bars side by side, making it easier to compare values within each group than with a stacked bar chart.
Line: Displays trends over time or across another continuous field. The chart connects values from the Chart By field and displays one or two value series.
Stacked Line: Displays how multiple groups contribute cumulatively to a trend over time. It is especially useful when the horizontal axis represents dates, such as Created Date or Updated Date.
Grouped Line: Compares trends for multiple groups independently rather than cumulatively. It is recommended when the lines do not overlap significantly.
Bubble: Visualizes three variables simultaneously. The X-axis and Y-axis represent two variables, while the size of each bubble represents a third variable.
Doughnut, Pie, Polar Area, and Radar: Additional chart types are available but are not described in this article.

How can you add a chart?

To add, modify, or remove a chart, follow these steps:

In the Header section, click Configure.
Select Current tab.
Open the Charts section.
Click + Add Chart to add a chart. A Chart tab type can contain up to eight charts in total. To display more charts, use additional tab types configured to show charts.
(Optional) Drag a chart using the grid icon (the dotted handle on the left side of the chart card) to change its order when more than one chart is displayed.
(Optional) Click the bin icon on the chart card to remove the chart. At least one chart must remain in the tab type.
Select the chart type by clicking on the dropdown menu.

What configurations are available to you?

You can use the report sidebar to modify the fields, groups, values, and functions used in charts.

Chart By

In the Chart By dropdown, select the field used for the horizontal X-axis in the following chart types: Bar, Stacked Bar, Grouped Bar, Line, Stacked Line, and Grouped Line.

Group By

In the Group By dropdown, select the field used to group values from the Chart By field in the following chart types: Stacked Bar, Grouped Bar, Stacked Line, and Grouped Line.

Values and Function

In the Value dropdown, select a time-based or numerical value and one of three functions to determine how the value is calculated:

Summation: Calculates the cumulative sum of a value for the selected Chart By field.

For example, you can display the cumulative Time Spent for each Status category.

Average: Calculates the arithmetic mean of a value for the selected Chart By field by dividing the cumulative sum of the value by the total issue count.

For example, you can display the average Time Spent for each Issue Type. This is calculated by adding the total Time Spent for all issues of an Issue Type and dividing it by the number of issues in that type.

Median: Determines the middle time-based or numerical value in a set of issues arranged in ascending order,
If the set contains an odd number of values, the median is the exact middle value. If the set contains an even number of values, the median is calculated by finding the average of the two middle values.

For example, you can display the median resolution time grouped by resolution type (with a patch or without a patch). The median is used instead of the mean because the dataset is skewed by a small number of extreme outliers.

If the median resolution times for tickets resolved with and without a product patch are within one hour of each other, this suggests that both resolution types have a similar typical resolution time.

FAQ

Can you change the colors of chart groups or other elements?

No. At this time, you cannot change the colors displayed within charts.

How can you add more chart tabs?

Refer to the Tabs section of the related article for instructions on how to add, rename, remove, or reorder tab types.

Troubleshooting

This tab is missing. Where can you find it?

If the Charts tab is missing, as shown in the above screenshot, it may have been removed from the report.

To add a tab type, follow the steps in a separate article.

How can you change sequence of status and fix version values in a chart?

You can change the order of values, such as Status or Fix Version (releases), by modifying their order in Jira configuration.

Status

To modify the sequence in which Status labels appear along the horizontal X-axis of a Chart tab type, refer to the separate article provided by Atlassian.

Fix Version

To align Fix Version or release labels along the horizontal X-axis of a chart, follow these steps:

In the Jira sidebar, open Spaces.
Click the actions (•••) menu for the space used as the report source.
Click Space settings.
Click Versions in the sidebar.
On the Releases page, select all statuses from the dropdown next to the search box.
Click the Releases column until the arrow points upward, as shown in the screenshot below. This order determines how Fix Version values appear in the chart.
Review and update release names if necessary. When sorted, a release named 1A appears before A1, and A 1 (with a space) appears before A1 (without a space).

Additional constraints

If an issuedoes not have an assigned release, the corresponding value on the chart's horizontal (X) axis is blank for most chart types. Unlike fields such as Assignee, the chart does not display Unassigned.
For Doughnut, Pie, and Polar Area charts, the legend instead displays None for issues without an assigned release.
You cannot use lowercase and uppercase variations of the same release name. For example, Jira considers 1A and 1a to be the same value and allows only one option.
If you use multiple projects as a report source, Fix Version values from different projects may not align on the chart's X-axis because each project can have its own set of versions.

If you have questions or need assistance, contact our support team via email or service desk. Our team is available Monday through Friday (9:00 AM to 7:00 PM GMT+7) to help with technical challenges or discuss improvements.