Ticket log

Tags: Flow

Leaders and engineers use Ticket log to identify high-activity tickets that need attention and tickets that match specific conditions such as elevation revision cycles or excessive cycle times. This allows engineering teams to remove inefficiencies and deliver value to customers sooner.

Note: At this time, Jira and ADO are the only supported ticketing systems.

Who can use this?

 Core
Plus
 
  

 

Team managers can use Ticket log to:

  • Identify tickets with a high activity rate.
  • Identify common reasons tickets move backwards in development.
  • Identify all canceled tickets to improve planning and work scoping.

Permissions

The Manage delivery configuration permission is required to configure your ticket vendor's projects in Ticket log.

back to top


Setting up Ticket log

Before using Ticket log, you must configure your ticket projects. Flow auto-configures ticket projects, but make sure to check the configurations to make sure all of your tickets are mapped correctly.

Note: Hover over the info icon to the left of the Columns dropdown menu to see how many tickets are excluded from Ticket log due to unconfigured ticket projects. If your ticket projects are set up correctly, there should be no excluded tickets shown.

Learn more about configuring ticket projects.

back to top


Ticket log's metrics

Ticket log captures five metrics that help leaders and engineers identify high-activity tickets. These metrics help leaders provide validation for future projects and track ticket work load for engineers. These metrics are based on the project configurations set by the user.

  • Cycle Time is the time it takes for a ticket to move from an active state to a done state. Flow calculates Cycle time after the ticket status changes to “done”.
  • Backflow rate is calculated as (Backward transitions ÷ Total transitions) in the workflow. A transition is a movement from one column to another column. A backflow transition occurs when a status moves back to a previous status.
  • Queue Time is the total time a ticket is in the waiting state.
  • Jitter represents the ticket activity while a ticket is in an in-progress state. 

Learn more about ticket metrics.

back to top


Filtering for tickets in Ticket log

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 text fields.
  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.

Ticket log’s advanced filters

  • ID is the ID number of the ticket from the ticket provider.
  • Project is the title of the project the ticket belongs to.
  • Title is the current ticket title.
  • Investment layer is the ticket’s investment layer from the ticket vendor.
  • Work type—either Feature, Defect, Maintenance, or Unassigned—is based on the portfolio work allocation established during ticket project configurations.
  • Assignee shows who the ticket is currently assigned to.
  • Sprint is the current Sprint that the ticket is assigned to.
  • Epic is the epic the ticket is associated with, if one exists.
  • Story points is the number of story points the ticket has.
  • Status name is the status of the ticket as listed in the ticket vendor.
  • Status state is the state or sub state the status is mapped to in Flow. This can be Not started, Active, Done, Waiting, Canceled, or Unmapped. 
  • Time in status shows the time the ticket has been in its current status.
  • Start date is the earliest date the ticket moved into an Active or In-progress state given the current configuration mapping.
  • End date is the date the ticket moved into complete state. Displays “-” if the ticket is not currently in a Done status.
  • Cycle time is the time from when a ticket transitions into an active state for the first time to a completed state for the final time. Displays “-” if the ticket is not currently in a Done status.
  • Backflow rate is the percentage of status transitions moving back to a previous status.
  • Queue time is the total time spent in Waiting status based on the current configuration mapping.
  • Jitter is the weighted sum of activity while the ticket is in an Active or In-progress status.

Customizing Ticket log’s advanced filters

Use the column selector to choose which columns show in the Ticket log. 

To select columns:

  1. Click the Columns button.
  2. Select and deselect columns from the drop down menu.
  3. Click the Update Selection button.

How do I view ticket information?

You must be logged into your ticket vendor account to view a ticket.

To view a ticket:

  1. Click the ticket you want to view.
  2. Click View Ticket.


back to top


If you need help, please email Support (opens email form) for 24/7 assistance.