Jira Service Desk Request Queue and Response Time Audit
Audit an exported Jira service queue for response and resolution times, request categories, repeat questions and missing knowledge base articles.
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Please audit our internal or customer support requests exported from Jira (service management or ordinary issues). I want to know how fast we respond, what we keep being asked, and what we could document or automate. Mark claims about Jira Service Management features [VERIFY]. Inputs: requests with key, created date and time, first response date and time, resolved date and time, request type, summary and reporter group [REQUEST_EXPORT], our promised response targets [SLA_TARGETS], staffing and hours [STAFFING_AND_HOURS], and the knowledge base articles that exist [KB_ARTICLES]. Provide: (1) a response table with columns Request type, Count, Median first response, Median resolution, Percent meeting the target, Worst case, showing the arithmetic for the percentages; (2) analysis of out-of-hours effects on timings; (3) the top ten repeated questions, grouped by theme with counts; (4) a table mapping each theme to existing articles, with the verdict Covered, Outdated or Missing; (5) a list of requests that look misrouted or wrongly categorised; (6) five recommendations ordered by effort, including one automation idea and one article to write first, and the measure that tells us it worked; (7) data caveats. Guardrails: do not invent targets; if none are provided, say so. Don't treat response speed as quality. Remove any personal or customer data from examples. Do not change the queue configuration; propose only. Add a worked example with invented figures: 50 requests of type "password reset", 44 answered within the 4-hour target. Show 88 percent and the 6 misses.
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