Overview
Quality Assurance rules help ensure that tickets and projects contain the required information and meet your organization’s service standards.
When an enabled rule is not met, DeskDay marks the related ticket or project as a Failure in Quality Assurance.
You can configure rules for:
Assigned tickets
Closed tickets
Ticket feedback
Assigned projects
Closed projects
Before you begin
Make sure you have permission to manage Service Desk settings in the Control Center.
Some rules include a configurable threshold, such as a minimum word count, maximum attachment size, time-entry duration, or feedback rating.
Open Quality Assurance settings
Open Control Center from the navigation menu.
Go to Service Desk > Quality Assurance.
Select Tickets or Projects.
Open the required tab to review its rules.
Enable or disable a rule
Each Quality Assurance rule includes a toggle.
Turn the toggle On to enable the rule.
Turn the toggle Off to disable the rule.
Configure the required threshold when the rule includes a count, size, duration, or rating value.
Only enabled rules are used when DeskDay evaluates tickets and projects.
Ticket Quality Assurance rules
Assigned ticket rules
Assigned ticket rules validate the information added to a ticket before it is closed.
Rule | Failure condition |
Ticket tag | No tag is added to the ticket. |
Estimated end time | No estimated end time is specified. |
Ticket type | No ticket type is selected. |
Ticket subtype | No ticket subtype is selected. |
Work type | No work type is selected. |
Work role | No work role is selected. |
Ticket checklist | No checklist is added to the ticket. |
Ticket location | No location is specified. |
Budget hours | Budget hours are not specified. |
Minimum ticket description | The ticket description contains fewer words than the configured minimum. |
Attachment size exceeds | An attachment exceeds the configured size limit in MB. |
Closed ticket rules
Closed ticket rules validate time entries, budget usage, and checklist completion.
Rule | Failure condition |
Maximum time entry for a note | A note’s time entry exceeds the configured maximum number of minutes. |
Minimum time entry for a note | A note’s time entry is below the configured minimum number of minutes. |
Time should not exceed budgeted hours | The actual time recorded exceeds the ticket’s budgeted hours. |
Minimum time entry for a ticket | The total ticket time entry is below the configured minimum number of minutes. |
Checklist completion | One or more checklist items are incomplete when the ticket is closed. |
Ticket feedback rule
The Feedback rule evaluates the rating submitted after a ticket is closed.
A ticket is marked as a Quality Assurance failure when the submitted rating falls below the configured threshold.
To configure the rule:
Open Tickets.
Select the Feedback tab.
Turn on the Feedback rule.
Set the minimum acceptable rating.
The feedback rule applies only when feedback is collected for the closed ticket.
Project Quality Assurance rules
Assigned project rules
Assigned project rules validate the information added to a project.
Rule | Failure condition |
Project tag | The project does not meet the configured minimum tag count. |
Estimated end time | No estimated end time is specified. |
Project type | No project type is selected. |
Project subtype | No project subtype is selected. |
Budget hours | Budget hours are not specified. |
Minimum project description | The project description contains fewer words than the configured minimum. |
Attachment size exceeds | An attachment exceeds the configured size limit in MB. |
Closed project rules
Rule | Failure condition |
Actual time | The actual time recorded for the project exceeds its budgeted hours. |
Important notes
Only enabled rules are included in Quality Assurance evaluations.
Rules are configured separately for tickets and projects.
Assigned-item rules validate required information before closure.
Closed-item rules validate final time, budget, and completion information.
Threshold-based rules use the value configured beside the rule.
Disabling a rule prevents it from being used in future evaluations.
Troubleshooting
A rule is not evaluating tickets or projects
The rule toggle is turned on.
The rule is enabled under the correct item type and tab.
A valid threshold is configured when required.
The ticket or project has reached the stage where the rule is evaluated.
A ticket or project is marked as a failure
Open the Quality Assurance result and review which enabled rule failed.
Update the missing or invalid information, such as:
Tags
Type or subtype
Estimated end time
Budget hours
Description
Checklist
Time entries
Re-evaluate the item after correcting the required information, where supported.
An attachment fails the size rule
Confirm that the file is within the configured attachment-size limit or increase the limit when permitted by your organization’s policy.
A time-entry rule fails unexpectedly
The time entry is recorded in minutes correctly.
Minimum and maximum thresholds are configured correctly.
The actual recorded time does not exceed the available budget hours.
The Feedback rule does not evaluate a ticket
Feedback is enabled in IT-Connect channel settings.
The ticket has been closed.
The customer user submitted a rating.
The Feedback Quality Assurance rule is enabled.
For assistance, contact DeskDay Support at [email protected].