Ticket log

Tags: Flow

Who can use this?

Ticket log is compatible with supported ticketing systems. With Ticket log, leaders and engineers can identify high-activity tickets that need attention and tickets that match specific conditions (elevation 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 and ADO are the only supported ticketing systems. 

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?

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.

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What does the Ticket log report capture?

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. We’ll go over setting configurations later.

The 5 Ticket log metrics are:

  • Cycle Time is the time it takes for a ticket to move from an active state to a done state. Cycle time is calculated 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. 

  • Heat represents the current ticket activity. Heat decays over time, which means a ticket that is “hot” today, will not be “hot” next month unless activity continues to occur on it.

  • Jitter represents the ticket activity while a ticket is in a in-progress state. Jitter does not decay.

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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 configuration 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 status.
  12. Queue time is the total time spent in Waiting status based on the CURRENT configuration mapping.
  13. Heat is the weighted sum of activity that recently occurred on the ticket (configurable).

Jitter is the weighted sum of activity while the ticket is in a ACTIVE / In-Progress status.

How do I select which columns show and which do not?

You can use the column selector to choose which columns show in the Ticket log. 

To select columns,

  1. Click the blue Columns button.

  2. Select and deselect columns from the drop down menu.

  3. Click the Update Selection button.

How do I view the ticket information?

You need to be logged into your GitPrime 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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How do I use Ticket log?

The Ticket log report displays the ticket information from your ticket vendor as well as the ticket metrics calculated by Flow. To display the ticket information, you first need to follow a few steps.

To populate the ticket metrics into the Ticket log, you need to 

  1. Integrate Flow with your ticket vendor. 

  2. Import projects

  3. Set delivery configurations for those projects

Below is an overview of these steps. 

Integrate Flow with your ticket vendor

In order to get the ticket information from your ticket vendor, you need to integrate the ticket vendor with Flow. Once the ticket vendor is integrated, you can view your ticket projects on the Integrations page under settings.  

For more information on managing integrations, click here

To learn about how to connect with Jira, click here

Import projects

Once your ticket vendor is integrated, you will need to import ticket projects.

To import ticket projects:

  1. Navigate to the Integrations page in Flow. 

  2. Select the integration you want to import.

  3. On the integrations ticket tab, toggle Auto-import all projects if you want to automatically import all projects for that integration. You can also use the Import column to select specific projects to import. 

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Set configurations

Now that you have imported the projects, you need to set the project’s configurations. Flow  uses these configurations to calculate the Ticket log metrics.

Note: You must have Manage delivery configuration permission to access this.

To set configurations:

  1. On the integrations ticket tab, click New Configuration. You should come to the Ticket project configuration wizard..

  2. In the Category column, select the desired category for each ticket type. 

  3. At the bottom of the page, set the Default assignment for new tickets in this project.

  4. Select Next in the bottom right hand corner of the page. 

Map project statuses

Status mapping allows you to easily update states and substates to match your project’s specific workflow. Flow uses this status map to know how to treat transitions between statuses in your workflow and calculate metrics for the project. 

Once you have set the ticket type mapping, you can map statuses. During the initial integration, the statuses reflect the statuses in the ticketing system. You can edit these statuses and create columns to better reflect your project.

To map or change statuses:

  1. Drag and drop statuses across columns. 

  2. Use the toggles to update the sub statuses. 

  3. Use the + on the far right of the page to add needed columns.  

The Unmapped status column contains projects that have not been mapped. This could be because the status was added after the configuration was initially set up. To map the statuses of that project, simply drag the unmapped project into the appropriate column. 

Set Heat and Jitter weight for ticket events

Once statuses are mapped, you are ready to set the weight for Event Types. Setting The weight assigns a level of impact for an event type. Weight is used to calculate the heat and jitter metrics. 

Weight is measured on a scale of 0-5. 0 carries no weight and indicates the event type does not have any impact on the project. 0 will not be calculated in the heat or jitter. 5 has the most weight and indicates the event type has a large impact on the project.

Set Comment robustness

Comments can be regular comments or robust comments. Regular and robust comments are their own event type.  Use the drop down menu in the Weight column to assign a weight for each comment type.

To distinguish robust comments from regular comments, you will need to set the comment robustness threshold. Comment robustness refers to the number of words in a comment. 

For example, if you set Comment robustness to 20, all comments with 20 or more words will be counted as robust comments in the heat and jitter metrics.  Comments with fewer than 20 words will be counted as regular comments.

Once you are done setting the configurations, click Finish in the lower right hand corner. Once saved, Flow uses the project configurations to calculate the ticket metrics.  It can take up to four hours for your metrics to appear in Ticket log.

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