An analysis on the significance of ticket analytics and defect analysis from software quality perspective

Software even though intangible should undergo evolution to fit into the ever changing real world scenarios. Each issue faced by the development and service team directly reflects in the quality of the software product. According to the related work, very few research is going on in the field of ticket and its related incident; a part of corrective maintenance. In depth research on incident tickets should be viewed as critical since, it provides information related to the kind of maintenance activities that is performed in any timestamp. Therefore classifying and analyzing tickets becomes a critical task in managing the operations of the service since each incident will be having a service level agreement associated with it. Further, incident analysis is essential to identify the patterns associated. Due to the existence of huge population of software in each organization and millions of incidents get reported per software product every year, it is practically impossible to manually analyze all the tickets. This paper focuses on projecting the importance of ticket to maintain the quality of software products and also distinguish it from the defect associated with a software system. This paper projects the importance of identifying defects in software as well as handling the incident related tickets and resolving it when viewed from the perspective of quality. It also gives an overview of the scope defect analysis and ticket analytics provide to the researchers.