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 affected.
- Possibility to define a main version and the other versions affected.
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.
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
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.

- Click on
to add a line.
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:
- 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.