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: Jira and ADO services are supported ticketing systems.

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.

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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.

Learn more about configuring ticket projects.

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Ticket log's metrics

Ticket log captures 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.

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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 all assignees since a ticket moved into an Active state.
  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.

Viewing filters in Ticket log

Once you’ve selected filters, these filters appear below the Ticket log search field. They are organized so you can easily see what filters you have applied and how your groupings of filters look. 

Ticket log supports groupings up to three levels deep. Identify how many levels of groupings you have by the color of the filter bubbles. The first level is blue, the second level is purple, and the third level is green. These levels are created when you nest a group of filters within another group of filters. These colors make it easier for you to understand your filter set’s depth and complexity.

Click Edit filters to change or update your filters. Click Clear filters to remove all advanced filters. This does not change the Team, Nested team, or Ticket State filters set at the top of the page.

Ticket log’s columns and definitions

  • ID: the ID number of the ticket from the ticket provider

  • Project: the title of the project the ticket belongs to

  • Title: the current ticket title

  • Contributors: a list of users with activity signals associated with a ticket. Flow uses activity signal and contributor information to calculate dev weeks

  • Investment layer: the investment layer from the ticket provider

  • Work type: the work type allocation established during ticket project configurations

  • Assignee: the list of historical assignees used to calculate ticket metrics. The current assignee is listed in the column and previous assignees are listed when hovering over the column

  • Sprint: the current sprint the ticket is assigned to

  • Epic: the epic the ticket is associated with

  • Story points: the number of story points a ticket has

  • Status name: the state or sub state the status is mapped to in Flow. This can be Not started, Active, Done, Waiting, Canceled, or Unmapped

  • Pull requests: the total number of pull requests associated with the ticket

  • Time in status: the amount of time the ticket has been in its current status

  • Start date: the earliest date the ticket moved into an Active or In-progress state given the current configuration mapping

  • End date: the date the ticket moved into its last Done status. Displays “-” if the ticket is not currently in a Done status

  • Cycle time: 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: the percentage of status transitions moving back to a previous status

  • Queue time: the total time spent in Waiting status based on the current configuration mapping

  • Jitter: 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 in to your ticket vendor account to view a ticket.

To view a ticket:

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

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If you need help, please contact Pluralsight Support.