Your first customer report

Set up the monthly report once. Then review the files for each customer before you share them.

Before you start

You need Jira Service Management Cloud, access to the service projects and organizations you want to report on, and native SLA metrics configured in those projects. An active app license or trial is required to generate and download reports once the app is available.

Choose projects with a combined total of no more than 5,000 visible issues. The app reads issues across the available project history, including those outside the reporting month. Read the capacity limits.

1. Choose what to report on

1. Open Report Steward in Jira and select up to 10 service projects.
2. Select one or two native SLA metrics for each project. The app finds SLA metrics in a small sample of visible requests. If a metric is missing, check that it exists and is available on those requests.
3. Include all current customer organizations, with any exclusions, or choose only specific organizations. A setup supports up to 100 organizations.
4. Select the timezone that defines your reporting months.

If you include all organizations, the next run can pick up newly added ones. If you choose specific organizations, the run includes only your selection. Requests assigned to no organization or more than one organization are excluded from every customer’s report.

2. Add your service brand

Enter the service name you want on the report. You can add a PNG or JPEG logo up to 1 MB and 2,000 × 2,000 pixels. The service name can contain up to 120 characters.

Select Save setup. Your account can save one setup on each Jira site. To change it later, select Edit setup. If another tab has changed the setup, reload the saved version before applying your changes.

3. Set the monthly schedule

Turn on Generate the report for me every month and choose a day from 1 to 28. The default is day 2. The run prepares the previous completed calendar month in your selected timezone.

The run can start at any time on the selected day. Check the next scheduled date shown in the app. Turning on the schedule does not generate reports for missed dates; you can generate a report for an earlier completed month manually.

A run continues when you close the browser. If Jira asks the app to slow down, the run can wait and resume. You do not need to keep refreshing the page.

4. Review the result

Choose a completed month for a manual run, or open a scheduled result when it is ready. Check the reporting month, timezone, customer list, exclusions and any coverage notices.

Each customer’s PDF shows requests created and resolved, completed SLA results, a 12-month volume chart, and open requests with the time the data was read. Read what each number means before using it in a service review.

If you choose to run the same month again, the app creates a new result. Changes in Jira can affect the new numbers. Existing runs keep the setup and data captured for their own run.

5. Download and share

Open a customer’s preview, PDF or CSV. A customer file contains that organization’s report only. The CSV supplies request and SLA rows supporting the report; it is not an export of every Jira field.

The full pack is an internal ZIP containing a PDF and CSV for every customer, plus a manifest for your records. Share the individual customer files with the intended recipient. Customers do not need the app to read them.

Before showing a preview or downloading files, the app rechecks your Jira access and the requests’ current organization assignments. A change in access or membership can prevent a download. Review the message and generate a new report if needed.

Scheduled generation prepares files in the app. It does not email customers, publish a public link or add reports to a customer portal.

Availability and deletion

Results are available for 35 days from the start of the run. A run has up to 24 hours to complete. You cannot get new previews or downloads from expired, cancelled or superseded runs.

Deleting a report stops new downloads immediately. Its stored report data is removed in the background. Copies you have already downloaded remain under your control.

Delete setup stops future scheduled generation and removes the active setup reference. It does not immediately erase stored older setup revisions, committed logos or the owner record. See the retention details for those records. Deletion controls remain available without an active license.

If a run cannot complete

Read the message beside the run. Check project access, organization selection and whether the combined project history fits the limit. Selecting a shorter reporting period does not reduce the history scanned; select fewer service projects if necessary.

For an unresolved error, contact support with the error code and run ID. Do not send a full customer report. If an example is needed, agree a limited, redacted version with support first.