# 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.

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

Ticket responsible from product responsible

This parameter, in Global parameters, allows to define, if the defined responsible is automatically assigned to the ticket.

See: Global Parameters

Section Description

Required fields
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.

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

Required fields
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.

Priority

- Automatically calculated from Urgency and Criticality values. See: Priority value calculation.

- Can be changed manually.

Notion of regression can be added.

Left work

- Automatically calculated as Estimated – Real.

- Set to zero when ticket is done.

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

- The start Work / Stop Work button is a clock on / off timer.

- If the logged in user is a resource, he or she has the option to start working on the ticket.

- Click the “Start work” button to start timing the processing time on the ticket.

- The start time is then displayed under the button and the button changes name

- Once the work is done, press the “stop work” button

- The spend time will automatically be converted as real work

- It’ll be transferred on planning activity if it is set

- A decrease in “left work” on activity will be carried out

Attention

Closing the application or starting work on another ticket will automatically stop the current ongoing work.

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.