Ticket Log

Ticket log : Easily view and manage tickets

Ticket log is a report within the Delivery module. Ticket log is compatible with supported ticketing systems. With Ticket log, leaders and engineers can identify high-activity tickets that need attention and filter tickets for specific conditions such as elevation in revision cycles or excessive cycle times. This allows engineering teams to remove inefficiencies, increase flow efficiency, and deliver value to customers sooner.

Note: At this time, Jira is the only supported ticketing system.

Team managers can:

  1. Identify tickets with a high activity rate.

  2. Identify common reasons tickets move backwards in development.

  3. Identify all cancelled tickets to improve planning and work scoping.

How do I manage tickets?

Below is the Ticket log report page.

Ticket log displays ticket metrics to help leaders better understand the events that occur within each ticket, like time spent in non-value added activities, comments, assignee changes, and ticket state changes. 

  1. Use the team filter to select tickets based on the current assignee.

  2. Use the search to filter tickets based on ticket id, title, assignee, sprint, or status.. 

  3. Use advanced filters to search tickets by specific criteria such as date range, assignee, created date, current status, metric range and more.

  4. Use the columns’ drop down to select which columns you want displayed in the Ticket log report.  

What does the Ticket log report capture?

Ticket log captures five metrics : cycle time, queue time, backflow, jitter, and heat. Metrics help leaders and engineers identify high-activity tickets.  Leaders can use metrics to provide validation for future projects and track ticket work load for engineers. Learn more about Delivery module metrics.

Delivery metrics are based on the project configurations set by the user. Learn more about setting configurations

Ticket log report

  1. ID is the ID number of the ticket from the ticket provider.
  2. Project is the title of the project the ticket belongs to.

  3. Title is the current ticket title.

  4. Assignee shows  who the ticket is currently assigned to.

  5. Sprint is the current Sprint that the ticket is assigned to.

  6. Status shows the current status of the ticket from the source system.

  7. Time in status shows the time the ticket has been in its current status.

  8. Start date is the Earliest date the ticket moved into an active/in progress state given the current status mapping. Read more about status mapping.

  9. End date is the date moved into complete state. Will display “-” if the ticket is not currently done.

  10. Cycle time is the time from when a ticket transitions into an active state (In progress) for the first time to a completed state-for the final time. Will display “-” if the ticket is not currently in a Done status.

  11. Backflow rate is the percentage of status transitions moving back to a previous column.

  12. Queue time is the total time spent in Waiting status based on the current configuration mapping. Read more about queue time.

  13. Heat is the weighted sum of activity that recently occurred on the ticket (configurable).

  14. Jitter is the weighted sum of activity while the ticket is in an not started, active, or done status.

How do I access ticket information from Flow?

You need to be logged into your Flow and Jira  accounts to view a ticket.

To view a ticket,

  1. Click the ticket you want to view. 

  2. Click View Ticket.

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