Unresolved critical issues

This tile highlights unresolved high-priority issues and bugs that persist while deployments continue. It surfaces situations where teams may be adding change on top of known risk, increasing the likelihood of compounded failures.

We'll use the Jira plugin in this case to filter our incident tickets, but if you use a different tool for tracking incidents (e.g. JSM or ServiceNow), you can easily edit this tile to use a data stream from another data source.

Configuring the tile

Configure the following in the tile editor:

1. Data Source: Select Jira.
2. Data Stream: Select JQL Query.
3. Parameters :
   1. JQL query: Enter a query to return incidents. This query will be different depending on your own environment and the fields you have available.
      
      In our example, we've used the {{timeframe.end}}expression to capture all critical bugs created before the end of the timeframe that are still unresolved.
      
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      TYPE = 'Bug'
      AND Priority = 'Critical'
      AND status IN ("Open", "Ready to start", "In progress")
      AND created <= "{{timeframe.end}}"

   2. Timeframe: Select the timeframe you want to track. Note that after adding a monitor or configuring a KPI the Use dashboard timeframe option is disabled.

   3. Columns: Enter Summary and Project to truncate the results.
4. Visualization: Select Table.
5. Click Save.

Adding as monitor

With a healthy baseline of 0-3 unresolved critical issues, we trigger a warning when the number begins to indicate growing operational strain, and an error when the backlog suggests meaningful delivery risk.

Critical issues represent active production risk. Even a small increase can materially impact deployment confidence.

Configure the following in the tile editor:

1. Monitoring: Enable the Monitoring toggle.
2. Type: Select Threshold.
3. Value: Select Count.
4. Conditions:
   1. Error: Enable the toggle, then configure as Greater than, and supply an appropriate value. For our example, we’ll enter 3.
   2. Warning: Enable the toggle, then configure as Greater than, and supply an appropriate value. For our example, we’ll enter 4.
5. Click Save.

Publishing a KPI

To give even more value to this dashboard, we can promote key operational metrics to first-class KPIs.

Once published, these KPIs can be selected as a data stream when configuring a tile, making it both easier to track on-call performance over time and to reuse this data across your other dashboards.

Once you've finished, you can even use this metric to configure a Risk Alerts tile!

Add a KPI type

Configure the following on the Settings > KPI > KPI Types page:

1. Click Add KPI type. The Add KPI type window opens.
2. Name: Enter Unresolved critical issues.
3. Click Save.

Configure the tile KPI

Configure the following in the tile editor:

1. KPI: Enable the toggle.
2. Type: Select Unresolved critical issues.
3. Click Save.

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