A good KPI is to track number of defects raised outside the engineering team. Most of them are likely end-user facing and might impact customer satisfaction.
Below is a step by step guide to using the Performance Trend dashboard gadget to configure KPI that tracks number of bugs not caught by engineering.
Step 1: Configure data source which isolates the issues reported outside QA and dev team. The following JQl query helps to achieve this: “reporter not in membersOf(dev-team)”, where “dev-team” should be user group defined in your JIRA which includes all dev team members.
Step 2: (Optional) Set ‘Group by’ to Components.
Step 3: Set the Display mode to ‘Cumulative’ and get accumulated data with each week (x-axis item in the sample case).
Step 4: Switch-on Target section and set results to be evaluated per week (i.e. x-axis item).
Step 5: Set target level value to whatever makes more sense for your data. In the sample configuration it is ‘8’.
Step 6: Define target as negative by setting ‘Exceeding is’: Bad. By that the results on the chart which are above the target will be colored in ‘Red’ and will be considered as failed to achieve.
Step 7: Under ‘More Settings’ section enable the ‘Warning threshold’, By that the results that are above that level and under the target will be colored in amber.
Step 8: Enable ‘Custom Target label’ and set label which will indicate that the target is negative, e.g. Fail.
Recording: Please check the following recording with detailed configuration steps: