Tickets

A ticket is a kind of task that can not be unitarily planned.

It is generally a short time activity for a single ticket, that is interesting to follow unitarily to give a feedback to the issuer or to keep trace of result.

It can be globally planned as a general activity, but not unitarily.

For instance, bugs should be managed through tickets :

  • You can not plan bugs before they are registered.
  • You must be able to give a feedback on each bug.
  • You can (or at least should) globally plan bug fixing activity.

Tickets (simple)

  • This screen is a limited version of screen “Tickets”.
  • It’s dedicated to users who want to create and follow their own tickets without be involved in their treatment.
  • When fields and features are available, the description is similar.

Planning activity

  • Planning activity field allows to link the ticket with a planning activity.
  • Work on the ticket will be included in this activity.

Put the real work from tickets to the resource timesheet

  • When a resource has entered the real work on the ticket and the ticket is linked to a planning activity.
  • The resource is automatically assigned to this activity.
  • Real work set on tickets is automatically set in resource timesheet.

Restrict the entry of real work in the ticket.

  • Possibility to define that only the responsible of ticket can enter real work.
  • This behavior can be set in Global parameters screen.

Due dates

  • Initial and planned due date allows to define a target date for solving the ticket.

Initial due date

  • If a definition of ticket delay exists for giving ticket type and urgency the date is automatically calculated with this delay.
  • Else date is initialized to current day.
  • Delays for tickets screen allows to define ticket delay.

Planned due date

  • Is used to define a target date after evaluation.
  • Automatically initialized to the initial due date.

Monitoring indicator

  • Possibility to define indicators to follow the respect of dates values.
Respect of initial due date/time
Respect of planned due date/time

Product, component and versions fields

  • Allows to identify the product and component relating to the issue.
  • Identifies from which versions, the issue occurs and to which versions a resolution will be applied.

Versions identified

  • A ticket can identify all versions allocated.
  • Possibility to define a main version and the other versions allocated.

Note


Responsible of product

A responsible can be defined for a product or component.

If a product or component is selected, the responsible defined can be automatically assigned to the ticket.

Note

Global parameter: Ticket responsible from product responsible

  • This parameter allows to define, if the defined responsible is automatically assigned to the ticket or not.

Section: Description

Field Description
Id Unique Id for the ticket.
Name Short description of the ticket.
Ticket type Type of ticket.
Project The project concerned by the ticket.
External reference External reference of the ticket.
Urgency Urgency for treatment of the ticket, as requested by the issuer.
Requestor Contact at the origin of the ticket.
Origin Element which is the origin of the ticket.
Duplicate ticket Link to another ticket, to link duplicate tickets.
Context List of 3 items describing the context of the ticket.
Product The product for which this ticket has been identified.
Component The component for which this ticket has been identified.
Original product version Product versions for which the issue has been identified.
Original comp. version Component versions for which the issue has been identified.
Description Complete description of the ticket.

* Required field

Field: Context

  • Contexts are initialized for IT Projects as “Environment”, “OS” and “Browser”.
  • This can be easily changed values in Contexts screen.

Product or component

  • List of values contains the products and components linked the selected project.

Fields: Original product version & Original comp. version

  • The list of values will be filtered depends on the selected value in fields “Product and component”.
  • Click on Button add to add a other version, see Multi-version selection.

Section: Treatment

Field Description
Planning activity Activity where global work for this kind of ticket is planned.
Status Actual status of the ticket.
Resolution Ticket resolution.
Responsible Resource who is responsible for the ticket.
Criticality Importance of impact on the system, as determined after analysis.
Priority Priority of treatment.
Initial due date Initial target date for solving the ticket.
Planned due date Actual target date for solving the ticket.
Estimated work Estimated workload needed to treat the ticket.
Real work Real workload spent to treat the ticket.
Left work Left workload needed to finish the ticket.
Handled Box checked indicates the ticket is taken over.
Done Box checked indicates the ticket has been treated.
Solved Box checked indicates the ticket has been solved.
Closed Box checked indicates the ticket is archived.
Cancelled Box checked indicates the ticket is cancelled.
Target product version Product versions for which a resolution of issue will be delivered.
Target comp. version Component versions for which a resolution of issue will be delivered.
Result Complete description of the resolution of the ticket.

* Required field

Field: Priority

Field: Left work

  • Automatically calculated as Estimated – Real.
  • Set to zero when ticket is done.

Field: Solved

  • The box is automatically checked or unchecked, according to the resolution selected.

Fields: Target product version & Target comp. version

  • The list of values will be filtered depends on the selected value in fields “Product and component”.
  • Click on Button add to add a other version, see Multi-version selection.

Button: Start/End work

  • This button is clock on/off timer.
  • If connected user is a resource, he has the possibility to start working on the ticket.
  • When work is finished, he will just have to stop the timer.

Note

  • Closing the application or starting work on another ticket will automatically stop the current ongoing work.
  • The spend time will automatically be converted as real work, and transferred on planning activity if it is set (decreasing left work on the activity).

Button: Dispatch

This button allows to dispatch ticket.

Dialog box - Dispatch work
  • Click on Button add to add a line.
Fields - Dispatch work dialog box
Field Description
Date Dispatch date.
Resources Work dispatch to a resource.
Work Planned work to this resource.

Multi-version selection

In the version fields, it’s possible to set several versions.

Main and other version

  • The version with smaller id will appear in the select list and is considered as the main version.
  • Other versions are listed above.
  • It is possible to set an ‘other’ version as the main version using the button Button small button switch.
  • Click on Button add to add a other version.
  • Click on Button icon delete to delete a version.
Dialog box - Add other version

Priority value calculation

Priority value is automatically calculated from Urgency and Criticality values.

Priority, Urgency and Criticality values are defined in lists of values screens. See: Priorities, Urgencies and Criticalities screens.

In the previous screens, a name of value is set with numeric value.

Priority numeric value is determined by a simple equation as follows:

Equation

  • [Priority value] = [Urgency value] X [Criticality value] / 2
  • For example:
    • Critical priority (8) = Blocking (4) X Critical (8) / 2

Default values

  • Default values are determined.
  • You can change its values while respecting the equation defined above.