When to use this Flag?
Leverage this flag to keep a regular check on all the customer service tickets that represent build bugs to ensure they make it to the product backlog from time to time
Impact:
Process
Classification:
Feedback
Tools:
Atlassian Jira Service Manager
Intent:
The intent of this flag is to connect to the customer portal to unearth all the tickets that indicate build bugs and are not tracked in the project management system's backlog. Tracking these tickets ensures that the team is actively listening and responding to the voice of the customer and the backlog is well-oiled with the latest build bugs making their way into it, ensuring consistent product quality.
Configurations:
- Define the age of the issue e.g. flag the issue when it crosses the threshold in the support system.
- Enable auto-resolution settings and select "creating issue in jira backlog for the items" as the option, this will ensure that the platform automatically moves all issues (breaking the threshold) to the backlog as individual items (i.e. one issue per feedback) or as a group (i.e. one issue for all feedback items).
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