How to view & Enable Quality Assurance rules.
To access and activate Quality Assurance rules, follow this step-by-step guide:
On side navigation bar, access the Control Center
Choose the "Quality Assurance" option from Service Desk section
You'll be directed to the Quality Assurance rules screen. This screen is divided into dedicated tab sections for Tickets, including tabs for "Assigned tickets," "closed tickets" and "Feedback".
To view the specific rules for each section, simply click on the corresponding tabs.
Adjacent to each rule, you'll find a toggle button. To activate or deactivate a Quality Assurance rule, simply switch the toggle ON or OFF.
What does each rule of the “Open tickets” section intend.
Ticket Tag: Mark the ticket as “Failure” if no tags are specified before the ticket is closed.
Estimated end time: Mark the ticket as “Failure” if no estimated end time is specified before the ticket is closed.
Ticket type: Mark the ticket as “Failure” if no ticket type is specified before the ticket is closed.
Ticket subtype: Mark the ticket as “Failure” if no ticket subtype is specified before the ticket is closed.
Work type: Mark the ticket as “Failure” if no work type is specified before closing the ticket.
Work role: Mark the ticket as “Failure” if no work role is specified before closing the ticket.
Ticket checklist: Mark the ticket as “Failure” if no checklist is incorporated before closing the ticket.
Ticket Location: Mark the ticket as “Failure” if the location is not specified before closing the ticket.
Budget hours: Mark the ticket as “Failure” if the budget hours are not specified before closing the ticket.
Minimum Ticket description (Words): Mark the ticket as “Failure” if the word count falls below the required count specified in the count dial.
Attachment Size Exceeds (MB): Mark the ticket as “Failure” if the attachment size exceeds the limit specified in the size dial.
What does each rule of the “Closed tickets” section intend.
Maximum time entry for a note in minutes: Mark the ticket as “Failure” if the time entry for a note exceeds the maximum time entry specified in the time dial.
Minimum time entry for a note in minutes: Mark the ticket as “Failure” if the time entry for a note falls below the minimum time entry specified in the time dial.
Time should not exceed Budgeted hours: Mark the ticket as “Failure” if the actual time taken exceeds the budgeted hours.
Minimum time entry for a ticket in minutes: Mark the ticket as “Failure” if the time entry for the ticket is below the minimum time entry specified in the time dial.
Checklist Completion: Mark the ticket as “Failure” if the checklists are incomplete.
Feedback : If the rating dips below the set threshold, it's considered a failure.