Ticket of Interest FAQ: Ticket Review & Manual QA Scorecards in ESX

Purpose

This article explains how tickets are marked for review in SupportLogic ESX and how Manual QA scorecards are used, assigned, and managed.

1. How is a ticket marked for review?

A ticket can be marked for review in Three ways:

a. Automatic Review (Auto QA)

If Auto QA is enabled, tickets are automatically selected for review.

b. Manual Selection

Any user with the appropriate permissions can manually mark a ticket for review directly from the ticket view. On the right corner we might have a specific icon to mark a case for review , please refer to the below screenshot.

c. Assignments (Planned Reviews)

Assignments allow managers to pre-plan which tickets should be reviewed.
You can:

• Create structured assignments for QA teams

• Include multiple tickets

• Use specific scorecards

• Monitor progress and completion

Assignments recommended when:

• If we want a systematic QA process

• If we require each reviewer to complete a certain volume of QA

• If we need consistent evaluation across the team

For more details please refer to this article- Manual QA

2. Can a ticket be tagged for review if no Manual QA scorecards exist?

Yes. A ticket can still be marked for review even if no Manual QA scorecards are currently configured.

However:

• The ticket cannot be evaluated manually until at least one Manual QA scorecard is created.

• The “Marked for Review” tag only indicates that the ticket needs QA attention, not that a scorecard is available. Please refer to the below screenshot.

3. What happens if we do have Manual QA scorecards?

If your organization uses Manual QA scorecards, the preferred scorecard is assigned directly in the Scorecards section under Scorecards in the ESX UI.
From this page, you can:

• Create new scorecards

• Edit existing ones

• Enable/disable (activate or deactivate) scorecards

• Choose which scorecards are active for reviews

When reviewers manually evaluate a ticket, they will be able to select any active scorecard from this list during the review process.

For more details please refer to the KB article : Scorecards