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VOC Volume Configuration

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David Jellison edited this page Apr 4, 2018 · 21 revisions

VOC Volume

Support Request Issue Type

  • Create the issue type "Support Request" with the description "Customer facing issues reported from the field"

VOC Volume Custom Fields

  • Create the Number fields listed in the VOC Volume Configuration page (adding to Support Request field screen)
  • Create the Text fields for the number fields in the format " Label" (Adding to the Support Request field screen)
  • Create the Select field (single) with the values list in the table.
Field Type Value
Uservoice Number
Uservoice Label Text (Single) From the Uservoice Request escalation
Support Tracks Number
Support Tracks Label Text (Single) Support Request Escalation
Stand-ups Number
Stand-ups Label Text (Single) Internal verbal escalation
Feedback Forums Number
Feedback Forums Label Text (Single) Interactive customer feedback in-product
Salesforce Number
Salesforce Label Text (Single) Tracked sales leads resulting in support activity
VOC Volume Select List (single) None, High, Medium, Low

Support Request project

  • Create the the project "Support Request" with the description "Tracking customer issues"
    • Use the "SRQ" key
    • Add the Support Request issue type to the issue type screen for this project
    • Add the Support Request issue type to the screen scheme

VOC Volume Configuration

Click the "VOC Volume" link on the System Administration "Add-on" tab to view the VOC Volume Configuration" page. This page visualized the required VOC number fields, "VOC Severity" custom field (option to create) and VOC Guidance web panel banner labels (checkbox to update).

  • Click Save at the bottom of the configuration page to submit any of the changes here.

Scope

  • [] Enable "VOC Volume" and "VOC Issue Guidance" web panels in issues linked to Support Requests. Scope
  • Add "VOC issueType JQL" to limit the issues web panels can appear, for example...
issuetype in (Defect,Bug,Story)
  • Add "Product Delivery JQL" to limit the projects that will display web panels, for example...
category in ("core applications","internal applications")

❗ Note: Currently the scope of the defect "charts" and "created v.s. resolved" gadgets have hard-coded Project category as the preceding example, requiring placing your product delivery projects in one of these categories for the Bugs (Defects) in the project to appear.

Custom Fields

Currently the necessary custom fields need to be added manually. See the chart above for the list. This configuration page lists the status of all the customer tracking Number fields, their respective Text label fields, and VOC Volume guidance level sentiment select field.

If the fields are not present they will be red... Custom Fields missing

If all the fields are present they will be green... Custom Fields present

Banner Labels

  • Tune the text that appears in the banner labels for (High, Medium, Low) Banner Labels

VOC Severity

  • Confirm (optionally [] create) the "VOC Severity" select list field and it's list values.
    • Before the field exists (click Create to create this field on the next Save) VOC Severity - Red
    • After the field is created VOC Severity - Green

Gadget Caching

  • Manage memcached client
    • Click "[] Enable memcached client for VOC defect chart gadgets" to toggle cache for the calculated results per month. When enabled, each month already calculated will not be recaculated when refreshed or rerun after changing parameters in each defect gadget configuration.
    • Server Host (defaults to "localhost") is the location where the memcached server is running.
    • Server Port (defaults to 11211) See the following section for setup details: https://github.com/constantcontact/voc-utilities-for-jira/wiki/Contributor-Setup#memcached

VOC Utilities For Jira (7.x) and (6.x) wiki by David Jellison david@jellisons.net

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