Two Grades for Case Resolution

Currently just a sinlge percentage value is used to indicate how successfully a case was resolved. In future, a case should have two grades to indicate its resolution.

A grade of A to E should be used to indicate how satisfied the customer is at the end of the case, where A represents full satisfaction and E representes no improvement at all.

A grade of 1 to 5 should be used to indicate how well the problem is well understood, with 1 meaning the problem is fully understood (and fix identified, even if not implemented), and 5 indicating that it has not even been possible estimate where the problem might be.

-- TobyRodwell - 20 Dec 2005

Developer comments

It would be better if both of these ordinal scales have more “human readable” values. Below is the proposal: “level of customer satisfaction” = { unsatisfied, slightly unsatisfied, middling satisfied, satisfied, very satisfied }

“problem understanding” = { fully understood (fix identified), well understood but no fix identified, understood, incomprehensible but possible to estimate where the problem is, impossible to estimate where the problem is }

In order to perform this modification the following tasks have to be performed:

• Database schema modification
• Migration of existing data to the new database schema
• Advanced Search feature has to be modified (AdvancedSearchForm.java, AdvancedSearchAction.java, AdvancedSearch.java, advancedSearch.jsp)
• Ticket Resolution feature has to be modified (PreResolveTicket.java, ResolveTicket.java, ResolveTicketForm.java, resolutionRate.jsp)
• Ticket Details feature has to be modified (ticketDetails.jsp, PreTicketDetails.java, TicketDetailsForm.java)

Please note that this feature modifies a crucial part of the system – ticket representation. That is why it involves so many system components. It also requires to modify the existing database schema which involves migration of existing data.

Since there are already resolved tickets in the database one has to decide about values of proposed attributes for these tickets.

Effort: 5 man/days

-- Blazej Pietrzak - 16 Feb 2006