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Ticket handling » History » Version 12

Dominique Roux, 01/03/2017 08:18 PM

1 5 Nico Schottelius
h2. Working with tickets
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* Set your ticket status to "Seen", when you have seen it
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* Set your ticket status to "In Progress", when you are working on it
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* Set your ticket status to "Feedback" and assign it to the person you want to have feedback from
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* Set your ticket status to "Resolved" when you think you are done and assign it to someone for Q/A
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* Set your ticket status to "Closed" when you have verified the work of the other person is good
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h2. Draft
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h3. Statuses:
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* *New*: The ticket is new, the one who should work on this did not see the ticket until now
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* *Seen*: The one who should work on this saw the ticket but isn't working on it currently (Or use this as a Pause status -> When you are not working on it for the moment)
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* *In Progress*: The ticket is currently under work
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* *Feedback*: The one assigned to this ticket have to give feedback for the one who assigned him this ticket
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* *Resolved*: The work described in this ticket is finished but yet not verified from someone else
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* *Rejected*: The work in this ticket is not needed anymore
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* *Waiting*: There is a blocker (Please explain why you are waiting) (If it's another ticket use the related option and set "is blocked by: ")
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* *Closed*: The one assigned has verified the work => No more work needed
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h3. Workflows
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h4. Creating a new Ticket
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* Assigned to yourself
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** Set it directly as Seen
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** If needed set a due date and / or a Priority
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** If you'll work on it right now set it as In Progress (See "In Progress" for more infos)
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* Assign to someone else
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** Set it as New
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** If you want, set a due date and probably also an Priority
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* Receiving a ticket (Someone created a ticket and assigned it to you)
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** After you read the ticket, set the state to Seen
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h4. Starting work
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As soon as you start to work you'll do the following:
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* Set the ticket as In Progress
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The Status In Progress is only set on the tickets you're currently working on, otherwise you set it as Seen, Waiting or Resolved
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There shouldn't be more than roughly 4-5 Tickets as In Progess per person.
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h4. Pausing work
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There are a moments in which you have to pause work (Because some other ticket blocks the work on yours, because the priority of this ticket is currently very low)
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If you pause the work do the following
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* Set the Ticket as Seen
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* Write down why you pause the work
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* Do a good documentation about the current state, so you can resume later
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* Modify priority if needed
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* Change due date if needed (and if it's confirmed from the creator)
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If you have a blocker or need to wait for others do the following:
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* Set the ticket as Waiting
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* Write a comment why you are waiting
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h4. Need feedback
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If you need feedback from another one (e.g. proofreading / giving the ok) do the following:
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* Set the ticket as Feedback
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* Assign it to the one which have to give you feedback
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h4. Finishing work
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* Set the ticket as resolved
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* Assign it to someone who can check your work
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* Set the correct version
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If you receiving a ticket in Resolved state
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* Proof what the other one did
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* Either then set it as Closed or as In Progress and assign it back to the one who did the work