Quality Gate Report

Question

I am looking for a possibility to measure how much "quality repair" we have to do on a ticket after it reached "resolved" as status.

I think a simple date comparison (reached status vs. updated date) won't do as the the transition into "closed" afterwards will be an update to the issue, too.

Any ideas?

FYI: I have JSM Premium and EazyBI at my disposal.

Richard Scholtes · Answer

First of all, thanks for your input @Walter Buggenhout

We have a Service Desk Team, that checks all tickets after they enter the status "Resolved", if the reporting relevant fields are filled correctly and in a way that an uneducated 3rd person might understand.

So there are like 6-7 fields, that were corrected a lot in the past and we want to check how the trend on changes to these fields after this "Resolved" status is.

Walter Buggenhout · Answer

Hi @Richard Scholtes,

This very much depends on how you implement "quality repair" in your overall process. I have seen organizations:

* create issues and link them to the original implementation issue (rather in software environments, linked to feature development);
* track the number of times an issue gets reopened. That would require your workflow to allow tickets to be reopened and for easy tracking, you can use automation to count the number of times the issue was reopened.
* use different issue types in combination with assets to identify the number of issues related to an asset, using the issue types to distinguish between development / service requests / incidents / ...

Hope this helps!