Using the Ticket Tracker

http://www.solutiongrove.com/internal/

The Ticket Tracker provides a means to track bugs and outstanding items. This collaboration tool tightens coordination between quality assurance personnel and the developers. It also bridges the gap between the users of the software product and the developers by providing a means by which they can communicate issues and problems they encounter with the software product.

Ticket tracker features the following:

• Filtering of ticket items
• Notifications
• Ability to change and assign various attributes to ticket items such as severity, priority, type and assignment.
• Automatic ticket cleanup

A ticket can be considered an outstanding item, issue or problem that needs to be resolved. It can be in one of the following states :

• Open
• Resolved
• Closed

Open means that the ticket item has not yet been resolved and the the issues otuline therein are currently being acted upon. Any user of the project subsite can open a ticket by clicking the "New Ticket" link.

Resolved means that the issue in the underlying ticket item has been resolved or accomplished. Any user of the project subsite can change the status of an open ticket to resolved, however, this should be done by the user who has fixed the issue related to the ticket.

Closed means that a ticket has been tested, it's fix has been verified and that it is now safe to mark it as closed. Generally, the user who posted the ticket is responsible for checking if the fix has been applied properly because it is only the user who posted the ticket who truly understands what the bug or issue he encountered is. This user is also responsible for closing the ticket item once he/she has verified that it is fixed.

Users can filter the tickets on the ticket tracker page by using the sidebar. Simply clicking on a link will filter the tickets accordingly. For instance, clicking "Resolved" will filter the list to show only Resolved ticket item. By default the filter is set to show "Open" ticket items.

Posting a New Ticker

1. In the ticket tracker subsite, click the “New Ticket” link.
2. Select an area relevant to the bug or request you are posting.
3. Type a title or summary, something that concisely summarizes your ticket.
4. Choose a priority, severity and type.
5. Type a description for your ticket.
6. Click OK

Notifications

1. Click the Notifications link in the ticket tracker subsite
2. Click the subscribe link on the type of tickets that you would like to get notifications for.

Posting a Comment

1. In the ticket tracker page, click on an "open" bug item.
2. In the succeeding screen scroll down until you see the "Coment" button.
3. Click on the Comment button,
4. In the succeeding screen, type your comment in the textarea and then click Ok

Reassigning a Ticket

1. Click on a ticket in the ticket tracker page.
2. Click the Reassign button at the bottom of the page
3. Locate the Resolver drop down and choose a user whom you want to assign to resolve the bug
4. If the user you are looking for is in the list, select it and click OK to reassign the ticket
5. If the user you are looking for is not in the list, choose Search from the drop down combo box.
6. Click Ok
7. You will be asked to enter a search string in the Resolver field.
8. Enter a search string, it can be the email address or the first or last name of the user you want to assign it to
9. Click Ok once again
10. If the system found the user you were looking for, then that user will be assigned the bug.

Resolving a Ticket

1. Click on a ticket with a status of "Open" in the ticket tracker page.
2. Click Resolve button at the bottom of the page.
3. In the Resolution drop down box choose how the ticket is resolved.
4. Enter some comments in the textarea
5. Click OK when you are done.

Closing a Ticket

1. Click on a ticket with a status of "Resolved" in the ticket tracker page.
2. Click Resolve button at the bottom of the page.
3. In the Resolution drop down box choose how the ticket is resolved.
4. Enter some comments in the textarea
5. Click OK when you are done.

MyBugs

When users click the 'Your Account' link, the website takes them to their home on the system. This page, in addition to allowing users to change their personal details and password, now also provides a list called 'MyBugs' which lists all the tickets on the system for the user

It provides a means for the user to quickly jump from one ticket page to another for different projects.

Automated Ticket Cleanup

A system is in place that cleans up stale tickets by automatically closing/resolving these tickets.

If a ticket is open and there is no activity for 30 days the ticket will automatically be resolved.

If a ticket is resolved and is no activity for 30 days the ticket will automatically be closed.

If you have notifications set you will recieve an email. If you feel the automated state change is incorrect, just click the link in the email, edit the ticket, and change it to the appropriate state.