Ticket Monitoring

Concept

Importing tickets into Software Analytics allows monitoring the following KPI

  • Maturity index: which represents the capacity of the team to close incoming defects

  • Innovation Rate: which represents the ratio of Enhancement Vs Defect in the current development iteration

  • Completion Rate: which represents the closure rate of tickets in the current development iteration

Note: "the current development iteration" is basically a "sprint" in an AGILE context. It can simply be considered as the TODO list of tickets for the development cycle.

SWAN tickets table
Figure 1. Tickets overview table
SWAN ticket completion
Figure 2. Tickets Completion trend

Aggregated Status

Squore imports the raw status of a ticket. However, in order to build a consistent dashboard whatever the data source, an aggregated status is computed.

Tickets are divided into 4 different status:

  • "Open": every ticket which has been created without any consideration

  • "R&D progress": every ticket which has been tagged/flag as in progress. Basically, all "review", "planned", "work in progress" statuses…​

  • "V&V progress": every ticket which has been tagged/flag as to be validated. Basically, all "wait for validation", "implemented" statuses…​

  • "Close": every ticket which has been tagged/flag as done. Basically, all "done", "closed" statuses…​

This aggregated status allows creating a dedicated scrum-board.

SWAN scrumboard
Figure 3. Squore Scrum-board chart

Improving Tickets Process with Squore Findings

Software Analytics provides a set of rules for tickets. These rules can be used to improve the process around ticket. In particular, these rules can evaluate the ticket definition, check the expectation field, verify validity of estimation etc…​

SWAN tickets findings
Figure 4. Tickets Findings