SF Bay Area Atlassian User Group

JIRA MetricsApril 28, 2011Joanna Thurmann

SF Bay Area Atlassian User Group April 28, 2011 | Joanna Thurmann

Background: From Customer Bug to FixProblem StatementSolution OverviewTechnical JargonDemo

Contents

SF Bay Area Atlassian User Group April 28, 2011 | Joanna Thurmann

Siebel CRM used for call-trackingJIRA used for issue-trackingCustomer rep ‘escalates’ bug to JIRA engineering teamCustomer rep and JIRA engineer communicate between systemsIssue resolved & Customer notified of fix

Background � Customer Resolution Process

SF Bay Area Atlassian User Group April 28, 2011 | Joanna Thurmann

We need to answer the following:How long did it take us to resolve the customer issue end-to-end (from phone call to resolution)?How long did it take engineering to fix the bug?Did we meet our SLAs?Where are the bottlenecks (i.e. how long are bugs sitting in particular states)?Which bugs are due soon, due today or overdue?Who is to blame?Can we give mgmt some pretty reports along the way?

Problem Statement

SF Bay Area Atlassian User Group April 28, 2011 | Joanna Thurmann

12 new metric fields have been added to 9 “escalation” projects in JIRA which answer those questionsMetric fields are updated :

in real time when an issue is ‘touched’ (issue creation, issue edit, comment, workflow transition) by a background nightly process when issues are not touched

Metrics fields are displayed on the issue, in search results, on dashboards, and mailed with subscriptionsGo-Live was Friday, February 19, 2010

Solution Overview

SF Bay Area Atlassian User Group April 28, 2011 | Joanna Thurmann

Metrics fields measure the following:State Durations (i.e. how long has an issue spent cumulatively in each of its workflow states). We can also group states together.Issue Age Metrics (e.g. how long has it been with engineering? How long since the customer first opened the case?, etc)Due Date (i.e. when is the issue ‘due’ to be fixed based on its priority and date of escalation into JIRA)Alert Status color (i.e. how close are we to meeting that Due Date)

Solution Overview - continued

SF Bay Area Atlassian User Group April 28, 2011 | Joanna Thurmann

3 new screens to configure the various fields (for administrators only)Metrics Listener (listens for issue events to update metrics fields)Metrics service – runs on schedule as a particular user on a particular filter of issues

Technical Jargon

Metrics can be queried in search and then displayed in the search results

Metrics can be emailed in a JIRA subscription

Metrics are displayed on an individual escalation issue on the new ‘Metrics’ tab

The Alert Status field can be put on portlets & charts

JIRA Escalations Metrics

SF Bay Area Atlassian User Group April 28, 2011 | Joanna Thurmann

State Duration – config page

SF Bay Area Atlassian User Group April 28, 2011 | Joanna Thurmann

Due Date – config page

SF Bay Area Atlassian User Group April 28, 2011 | Joanna Thurmann

Alert Status – config page

SF Bay Area Atlassian User Group April 28, 2011 | Joanna Thurmann

Metrics Service – config page

SF Bay Area Atlassian User Group April 28, 2011 | Joanna Thurmann

THANK YOU

Polycom, Inc. (Nasdaq: PLCM) is a global leader in unified communications solutions with industry-leading telepresence, video, voice, and infrastructure solutions built on open standards. Polycom powers smarter conversations, transforming lives and businesses worldwide. Please visit www.polycom.com for more information.