Manual. Ticket Center Manual. Ticket Center 2: May 17, AdNovum Informatik AG. Released. AdNovum Informatik AG. All rights reserved.
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1 DESCRIPTION: Ticket Center RELEASE: Ticket Center 2: 1.0 DOCUMENT VERSION: 1.1 DATE: May 17, 2013 AUTHORS: AdNovum Informatik AG STATUS: Released AdNovum Informatik AG. All rights reserved.
2 Contents 1 Introduction What is a ticket? Ticket types Severities Status Resolutions What is a project? Component Version Fixed version Ticket processing Exploring the Ticket Center Navigation Creating a new ticket Choose ticket type Enter ticket information Working with tickets Ticket views Add a new comment Subtasks Support Note to our readers To improve readability, we generally use the masculine form in this document. As a matter of course, all statements are meant for both women and men. May 17,
3 1 Introduction Ticket Center is AdNovum's system for the management of development issues, change and support requests. When an issue is reported in the Ticket Center, it is registered as a ticket with a unique ticket ID. This guide provides a short introduction on how to use the AdNovum Ticket Center. 1.1 What is a ticket? For every bug, change or support request that is reported, a so-called ticket is opened in the Ticket Center. Figure 1 Ticket view 1. Ticket ID: The ticket ID is a unique identifier that never changes. 2. Ticket summary: a short description of the ticket. 3. Project or product: see section 1.2, What is a project? 4. Component/s: see section 1.2.2, Component. 5. Affects version/s: see section 1.2.2, Version. 6. Fix version/s: see section 1.2.3, Fixed version. 7. Date and time when ticket was created/updated 8. Ticket type: see section 1.1.1, Ticket types. 9. Ticket severity: see section 1.1.2, Severities. 10. Ticket status: see section 1.1.3, Status. 11. Ticket resolution: see section 1.1.4, Resolutions. May 17,
4 12. address of customer contact addresses that receive the same notifications as the customer contact. 14. Ticket attachments such as log files or screenshots 15. Initial ticket description 16. Ticket comment(s) 17. Old ticket ID: only exists for migrated tickets (see Figure 2) 18. Customer ticket ID 19. Environment Figure 2 Ticket title view for migrated tickets Ticket types For each project, AdNovum configures which of the ticket types listed in Table 1 can be used. The selection depends on the type of project. When creating a new ticket, you first have to select the appropriate ticket type. Symbol Ticket type Description Bug Change Request Support Task Sub-task Technical Task Story Epic An error in the software that prevents it from behaving as intended. Request for a modification of the existing software. Request for support in coping with a problem in a productive software under a Service Level Agreement (SLA). Any other task. Sub-tasks are used to split a ticket in several tasks (can only be created by AdNovum). A technical Sub-task (can only be created by AdNovum). User Story, including role, function and utility. Extensive User Story that will be divided. Table 1 Ticket types Severities Severities are used to specify the urgency with which a ticket should be processed. Please make sure to choose your severities wisely and only mark tickets as S1 blocker if absolutely necessary. Otherwise, our customer support team will not be able to identify and process real blockers effectively. For your convenience, the descriptions below are also displayed on the page where you report a ticket. May 17,
5 Note that the descriptions differ depending on the type of the ticket. The descriptions below have been taken from a ticket of type Bug. Severity S1 blocker S2 critical S3 major S4 minor Table 2 Description Urgent problem that makes the application unusable. No workaround available. Major functions are not available. Functionality or usability is seriously degraded. Some minor functions are not available, or may only be used via a workaround. Non-urgent issue. Severities Status A ticket always has a status. The status is related to the Ticket processing (see section 1.3). Status New Analysis Customer Feedback Prepared In Progress Resolved Reopened Verified Closed Description The ticket has been newly created. The ticket is being analyzed. AdNovum cannot process the ticket before receiving required customer input such as log files, exception message, or some other relevant information. The ticket is ready for implementation. The ticket is being processed by the developer. A solution for the ticket is available and ready for verification. The ticket had to be reopened because the proposed solution was not satisfactory. The proposed solution has been verified. The ticket has been closed. Table 3 Status Resolutions When a ticket is Resolved, the additional attribute resolution shows how the ticket was resolved. Resolution Fixed Won t Fix Duplicate Invalid Cannot Reproduce Description The bug has been fixed, but has not been tested yet. The issue has been analyzed, but will not be fixed. The issue has already been reported in another ticket. The ticket is not valid. The issue was analyzed, but the described behavior cannot be reproduced. Table 4 Resolutions 1.2 What is a project? A Ticket Center project may represent either a customer project or a software product. May 17,
6 1.2.1 Component A component may be either a part of a project (logical or physical, e.g., "maintenance" or "Webapp") or a subproject. Every ticket is attributed to a project and one or several components Version Version refers to the software release version in which the issue was detected Fixed version The fixed version is the version in which the problem is resolved. This field is filled in by AdNovum in consultation with the customer. 1.3 Ticket processing Tickets are processed in the following sequence: A user finds an application issue, requires support or wants to submit a change request. The person in charge creates a new ticket in Ticket Center. The ticket is opened in Ticket Center with status New. AdNovum analyzes the ticket setting the status to Analysis. Once the analysis is completed, the ticket status is set to Prepared. The ticket is now ready for implementation by a developer. If there are any questions about the ticket, the ticket status is set to Customer Feedback. If the ticket is found to be invalid, its status is set to Resolved Invalid. If the issue is already covered by another ticket, the ticket status is set to Resolved Duplicate. If the problem cannot be reproduced, the ticket status is set to Resolved Cannot Reproduce. Once the developer starts processing the ticket, he sets it to In Progress. The developer in charge now solves the issue and sets the status to Resolved Fixed. The proposed solution is then tested by AdNovum s testing team. If it proves satisfactory, the status is set to Verified. In a next step, the customer (customer contact) also verifies the proposed solution. If the solution is again found to be satisfactory, the ticket is now marked as Closed. If not, the customer (customer contact) can reopen the ticket and set the status to Reopened. May 17,
7 Figure 3 Ticket processing It is possible to skip certain steps (e.g., to set the ticket from status New directly to status Prepared). We have a modified process for some specific projects. May 17,
8 2 Exploring the Ticket Center The Ticket Center project home is the first page you'll see after you log in. Figure 4 Project home 1. The Ticket Center menu is always visible (see section 2.1, Navigation). 2. For each project, a list of useful queries is provided. They can be used to directly navigate to the tickets you are looking for without using the query interface: All: Lists all tickets for the selected project, sorted by ticket ID. Open tickets: Lists all open tickets for a project, sorted by severity. My open tickets: Lists all open tickets for which you act as customer contact. Tickets with me as customer contact: Lists all tickets for which you act as customer contact, sorted by date of last change. Waiting for my feedback: Lists all tickets marked with status Customer Feedback and for which you act as customer contact. Waiting for feedback: Lists all tickets marked with status Customer Feedback. Recently created: Lists all tickets created within the last seven days. Recently changed: Lists all tickets changed within the last seven days. Recently closed: Lists all tickets closed within the last seven days. 3. Visualization of the number of open tickets, grouped by severity. 2.1 Navigation Use the menu to navigate to a certain project, query tickets or directly jump to a ticket by entering the ticket ID. Figure 5 Navigation May 17,
9 1. Go to project home 2. Open user settings screen 3. Close Ticket Center 4. Jump to ticket by ticket ID (old or new ticket ID) 2.2 Creating a new ticket Tickets are created in two steps: 1. Choose ticket type (see section 1.1.1) 2. Enter ticket information. Click on Create ticket (a) in the menu or Open new ticket (b) in the project home to open the choose ticket type dialogue. Figure 6 Open ticket Choose ticket type Choose an appropriate ticket type in this dialogue (see section 1.1.1, Ticket types). Figure 7 Choose ticket type Click on the ticket type to proceed. May 17,
10 2.2.2 Enter ticket information Figure 8 Enter ticket information 1. Provide a concise summary, for example UnknownMediaException in test-system after config change. (mandatory) 2. Provide information about your environment, e.g., productive system or test system. (mandatory for bugs, optional for other tickets) 3. Include a detailed description of what happened and how the behavior can be reproduced. Also add other information, such as which browser you used when the problem occurred, etc. Such hints are of vital importance to enable a speedy processing of your ticket. (mandatory) 4. Customer ticket ID: ID of the issue within the customer s ticketing system (optional) 5. Choose the component which suits best. (mandatory) 6. Choose the affected version, if available. 7. Choose a severity (see section 1.1.2, Severities). 8. Add an attachment such as a screenshot or log file. (optional) 9. Click Create to open the ticket. May 17,
11 2.3 Working with tickets In the ticket view, you can check the ticket status, see all comments, view the change history, change the status, add attachments and add new comments. Please consult the description of the Ticket Center workflow for further information on status changes (section 1.3, Ticket processing). Figure 9 Ticket view 1. Comma-separated list of addresses that receive the same notification s as the customer contact. 2. Scrolls down to the latest comment and places the cursor in the comments field Input field for new comments. 4. Create a new attachment. 5. Show current ticket in print mode (read more in section 2.3.1, Ticket views). 6. Possible ticket status changes. 7. Save changes in cc contacts, comments or status field. May 17,
12 2.3.1 Ticket views In addition to the ticket view, there is a change history and a print view. To open the change history, click on Ticket change history (a) (see Figure 9). The change history lists all changes of a ticket attribute. To return to the description and comments, click on (b). Figure 10 Ticket change history Click on Show print view (see Figure 9 [5]) to open the current ticket in a view suitable for printing. To return to the ticket, click on (c). Figure 11 Print view Add a new comment Ticket Center features a text area where you can enter any kind of text. This enables you to enter direct feedback on actions taken by AdNovum. You can use comments to answer questions raised by AdNovum or provide additional or new information. May 17,
13 2.3.3 Subtasks For tickets which represent a subtask of another ticket, you can find a link to the parent ticket in the ticket title (1) and the ticket browser (2). Figure 12 Link to parent ticket within ticket title Figure 13 Link to parent ticket within ticket browser May 17,
14 3 Support In case of unexpected behavior when working with Ticket Center, please contact AdNovum ADAM team (AdNovum Application Management). Describe your problem in as much detail as possible, including how to reproduce the faulty behavior. Please send any feedback regarding Ticket Center usability and feature requests to The Ticket Center team will analyze your request and provide a suitable solution. May 17,
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