What are the top ticket management practices for QA teams?

Top ticket management practices for QA teams in agile projects include: Prioritization: Rank tickets based on their impact and urgency to ensure high-priority issues are addressed first. Categorization: Organize tickets by type (bug, enhancement, task) and by feature for better tracking. Clear Descriptions: Write detailed, reproducible steps for bugs and clear acceptance criteria for tasks and RFE. Regular Triage: Hold frequent triage meetings to review, assign, and re-prioritize tickets as needed. Collaboration: Encourage open communication between QA, Dev, and PO to clarify requirements and resolve issues efficiently. Documentation: Ensure all decisions and changes related to a ticket are documented for future References.

Don't hesitate to experiment with custom fields such as labels - I found this exact field very powerful. Usually I used this for labelling specific bugs such as crashes, performance issues, compatibility ones. All of them there dedicated to game development project. "Labels" was extremely popular and useful field in my past experience.

QA often owns the ticket database, but several teams use tickets in a studio. Reach out to other teams like engineering, art, and project management to ask if they can contribute to the bug ticket format. You can provide utility and earn buy-in to the ticketing system by allowing other teams to participate. Don't be afraid to keep your ticket format scaled to the project's maturity. You may only want to invest time in a minimal ticket format early in the project life. You can add more granular fields as the project shows that it will survive, and as people develop more distinct needs.

1) Define the correct ticket type-Bug or Feature 2) The Headline of tickets should be short and related to the bug/issue 3) For segregation of bug tickets, use the labels like "regression" "environment", etc. So, we can be able to create a report of using that label. 4) Always close the ticket with valid resolutions like "Fixed", "Won't Fix", "Won't Do", "Done", "Partially Done", "By design change" etc. 5) Provide the clear steps in the bug report and add screenshots, browser versions, or OS. So, it's easy to replicate the issue. 6) Prioritize the tickets based on severity and impact. 7) After a fixed ticket, Add a proper comment with links and screenshots.

- Provide clear and concise descriptions for each ticket, including steps to reproduce, expected behavior, and any relevant context. This helps developers understand and address issues more efficiently - When logging bugs, include detailed information such as browser versions, operating systems, and screenshots to facilitate quicker bug identification and resolution. - Prioritize tickets based on severity and impact. This helps the development team focus on critical issues first, ensuring that the most important problems are addressed promptly.

Ter uma ferramenta de gerenciamento de tickets é essencial. Para facilitar a cria??o e organiza??o de tarefas, possibilitando o acompanhamento do progresso e oferecendo visibilidade em tempo real.

Implement a centralized ticket management system (e.g., Jira, Trello) to track and organize tasks effectively. This enhances collaboration and provides a single source of truth for the team.

Having a ticket management tool integrated with a test management tool is also extremely helpful. With that, is possible to have a single place to search for previously created Test Cases, Test Plans and other test artifacts. That's a great way to avoid duplication and also increase productivity.

1. **Create Tickets:** Generate tickets for bugs, tasks, or feature requests. 2. **Assign Ownership:** Designate team members responsible for each ticket. 3. **Track Progress:** Monitor ticket status and progress regularly. 4. **Prioritize:** Set priorities based on urgency and impact. 5. **Communicate Updates:** Use the tool for transparent communication within the QA team. 6. **Attach Documentation:** Include relevant details and documentation in ticket descriptions. 7. **Close Tickets:** Mark tickets as closed when resolved, providing closure. 8. **Analyze Data:** Leverage tool features to analyze QA performance and identify trends.

Jira tool is widely used for ticket management. Jira tools are integrated with figma, so it's easy to use for design. It's easy to share a source of truth of design in a ticket. Zephyr is a plugin in Jira which we can use to manage the test cases and the test report. Also, it's easy to set up regression cycles. Git plugin also integrate with jira.

Never delete tickets. Duplicates, NABs, tester errors, and so on may be embarrassing, and they don't add value to the developers, but the risk of polluting the ticket management process is too significant. Once you have deleted a ticket for any purpose, someone somewhere will complete work on a bug and think they are supposed to delete it afterward. Don't open the door to lost data - all tickets are resolved and closed, never deleted, even if the resolution is essentially "oops". Along the same lines, don't let the people who implement work on a ticket close the ticket, even if the resolution requires nothing from QA other than review and close. A resolution should always require a second party to review the work for mistakes or confusion.

1) Define the correct ticket type-Bug or Feature 2) The Headline of ticket should be short and related to the bug/issue 3) For segregation of bug tickets, use the labels like "regression" "environment", etc. So, we can be able to create a report of using that label. 4) Always close the ticket with valid resolution like "Fixed", "Won't Fix", "Won't Do", "Done", "Partially Done", "By design change" etc. 5) Provide the clear steps in bug report and add screenshots, browser versions, or OS. So, its easy to replicate the issue. 6) Prioritize the tickets based on severity and impact. 7) After fix, Add a proper comment with links and screenshots.

1. Clearly assign each ticket to a responsible team member. This ensures accountability and helps avoid confusion about who is handling a particular issue. 2. Integrate ticket management with automation tools to automatically create tickets for failed test cases. This accelerates the identification and resolution of issues in the development pipeline. 3. Conduct regular meetings to review open tickets, discuss challenges, and prioritize tasks. This promotes collaboration and allows the team to address issues collectively. 4. Maintain comprehensive documentation for each ticket, including test cases, logs, and relevant information. This documentation aids in understanding the history of an issue and its resolution.

Open issues and requests are centrally located. No need to worry about lost email threads or black holes of contact forms. All the details your team needs to address an issue or request — including any past attempts to resolve the issue — are at your fingertips, organized by priority, status, tag or assigned team member.

Ambiguous or unclear ticket fields can lead to confusion and inaccurate data collection. When refining your ticket management process, pay special attention to the clarity of each field. Consider replacing open text fields with predefined options to standardize responses. This not only improves data consistency but also makes it easier for users to select the most relevant information. Additionaly automation can significantly boost the efficiency of ticket management processes. Identify repetitive tasks that can be automated, such as routing tickets to the appropriate teams or sending automated responses for common issues. Automation reduces manual workload, minimizes errors, and accelerates ticket resolution times.

Regularly review and analyze the ticketing process to identify areas for improvement. Implement changes based on feedback and lessons learned from previous projects.

O processo de gerenciamento de tickets é contínuo, melhorias ser?o sempre necessárias para que o processo continue otimizado e entregando satisfa??o e valor ao cliente.

Ultimately, ticket management helps teams deliver a better end-user experience, because it provides transparent insights into the status of a specific issue or request.

Listen ?? Agree, tools are to help or assist or make our life easier but remember, your processes need your attention. Mature your processes then align a tool with it. Simple!

Review the existing ticket types and fields used in your system. Ensure that each field serves a purpose aligned with your objectives. Unnecessary fields can add complexity and slow down the ticketing process. Consider whether the current fields are still relevant and if any adjustments or additions are needed to better capture essential information. An effective ticket management process is not static; it should evolve to meet the changing needs of the organization. Schedule regular reviews, ideally on an annual basis, to ensure that your ticket management system remains aligned with organizational goals. Update fields, metrics, and processes as needed to reflect the current reality of your business environment.

1. **Regular Audits:** Conduct periodic audits of the ticketing system for accuracy and completeness. 2. **Collect Feedback:** Gather feedback from team members to identify pain points and areas for improvement. 3. **Performance Metrics:** Analyze performance metrics to assess efficiency and identify bottlenecks. 4. **Root Cause Analysis:** Investigate recurring issues to address underlying problems in the process. 5. **Training Sessions:** Provide training sessions to ensure team members are proficient in using the ticketing system. 6. **Benchmarking:** Compare your ticket management process with industry best practices for optimization.

Additional details which we need to consider for the improvements: - Ensure clear and effective communication among team members. Use comments and discussion threads within the ticketing system to exchange information, updates, and insights. - Provide training and onboarding sessions for new team members to familiarize them with the ticket management system and best practices. This ensures consistency across the team.

celebrate successes. The ticketing system is a reflection of the resiliency and reliability of the infrastructure. Identify areas that did not generate a ticket and give kudos to the personnel that have kept the process running smoothly.

Top ticket management practices for QA teams include prioritizing based on impact, providing detailed descriptions, using a centralized system, defining ticket statuses and workflows, fostering collaborative communication, and conducting regular ticket reviews and triaging for efficient issue resolution and improved software quality.