Ticket handling » History » Version 8
Dominique Roux, 09/05/2016 07:47 PM
| 1 | 5 | Nico Schottelius | h2. Working with tickets |
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| 2 | 3 | David Hürlimann | |
| 3 | 5 | Nico Schottelius | * Set your ticket status to "Seen", when you have seen it |
| 4 | * Set your ticket status to "In Progress", when you are working on it |
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| 5 | * Set your ticket status to "Feedback" and assign it to the person you want to have feedback from |
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| 6 | * Set your ticket status to "Resolved" when you think you are done and assign it to someone for Q/A |
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| 7 | * Set your ticket status to "Closed" when you have verified the work of the other person is good |
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| 8 | 6 | Dominique Roux | |
| 9 | |||
| 10 | |||
| 11 | h2. Draft |
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| 12 | |||
| 13 | h3. Statuses: |
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| 14 | |||
| 15 | * *New*: The ticket is new, the one who should work on this did not see the ticket until now |
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| 16 | * *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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| 17 | 7 | Dominique Roux | * *In Progress*: The ticket is currently under work |
| 18 | 6 | Dominique Roux | * *Feedback*: The one assigned to this ticket have to give feedback for the one who assigned him this ticket |
| 19 | * *Resolved*: The work described in this ticket is finished but yet not verified from someone else |
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| 20 | * *Rejected*: The work in this ticket is not needed anymore |
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| 21 | * *Waiting*: There is a blocker (Please explain why you are waiting) |
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| 22 | |||
| 23 | h3. Workflows |
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| 24 | |||
| 25 | h4. Creating a new Ticket |
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| 26 | |||
| 27 | * Assigned to yourself |
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| 28 | ** Set it directly as Seen |
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| 29 | ** If needed set a Due date and / or a Priority |
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| 30 | ** If you'll work on it right now set it as In Progress (See "In Progress" for more infos) |
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| 31 | |||
| 32 | * Assign to someone else |
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| 33 | ** Set it as New |
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| 34 | ** If you want, set a due date and probably also an Priority |
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| 35 | 8 | Dominique Roux | |
| 36 | * Receiving a ticket (Someone created a ticket and assigned it to you) |
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| 37 | ** After you read the ticket, set the state to Seen |
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| 38 | |||
| 39 | h4. Starting work |
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| 40 | |||
| 41 | As soon as you start to work you'll do the following: |
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| 42 | * Set the ticket as In Progress |
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| 43 | |||
| 44 | h4. Pausing work |
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| 45 | |||
| 46 | 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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| 47 | |||
| 48 | If you pause the work do the following |
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| 49 | * Set the Ticket as Seen |
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| 50 | * Write down why you pause the work |
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| 51 | * Do a good documentation about the current state, so you can resume later |
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| 52 | * Modify priority if needed |
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| 53 | * Change due date if needed (and if it's confirmed from the creator) |
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| 54 | |||
| 55 | If you have a blocker or need to wait for others do the following: |
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| 56 | * Set the ticket as Waiting |
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| 57 | * Write a comment why you are waiting |
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| 58 | |||
| 59 | h4. Need feedback |
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| 60 | |||
| 61 | If you need feedback from another one (e.g. proofreading / giving the ok) do the following: |
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| 62 | * Set the ticket as Feedback |
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| 63 | * Assign it to the one which have to give you feedback |
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| 64 | |||
| 65 | h4. Finishing work |
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| 66 | |||
| 67 | * Set the ticket as resolved |
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| 68 | * Assign it to someone who can check your work |
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| 69 | |||
| 70 | If you receiving a ticket in Resolved state |
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| 71 | * Proof what the other one did |
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| 72 | * Either then set it as Closed or as In Progress and assign it back to the one who did the work |