# 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.
> - 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`

Note

- Initial due date of the ticket set as read only if it is calculated from the setting of “delays for tickets”

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

- More detail, see: Product concept.

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 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

- Automatically calculated from Urgency and Criticality values. See: Priority value calculation.
- Can be changed manually.

Note

- Notion of regression can be added.

Field: Left work

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

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 to add a other version, see Multi-version selection.

Field: Solved

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

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.

- Click on 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 .

- Click on to add a other version.
- Click on to delete a 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:
  - Blocking (4) X Critical (8) / 2 = Critical priority (16)for [Priority value]

Default values

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