What you need to know
A is a task that anyone in the department files, such as a bug to fix or a change to make. You file it with New ticket on the page of the department's ticket project. It starts in the first stage with nobody on it, until someone takes it. You need a role in the department that can change work: contributor, department manager or company administrator.
With no role in Tech / Development, report a problem, share an idea or ask for IT help on Tech requests instead. See File a request.
Before you start
Open the ticket project: on Workflow Projects, select Open on its row. Only a project whose template has tasks that can repeat shows New ticket; each of those tasks is a kind of ticket. Tech / Development's ticket project has four:
- Problem report: something in WarpCore does not work, such as an error, a wrong number or a page that does not open.
- Bug: a defect that Tech / Development found or confirmed.
- Idea: a change or a new feature that would make WarpCore better.
- IT help: a computer, an account, access, a printer, or software other than WarpCore.
Before you do this
A ticket keeps the kind you pick. A ticket filed under the wrong kind is closed and filed again under the right one.What to do
- Above Tasks by stage, select New ticket.
- In Kind of ticket, pick the kind, such as Problem report or Idea.
- In Title, type one line that says what is wrong or what you need.
- Fill in the fields under it. A field marked (required), such as Description, must have a value. A text box grows as you type. Priority and “Visible only to Tech / Development” can stay empty: see Priority, and who reads a ticket.
- Select File ticket.
Priority, and who reads a ticket
Priority says how soon a ticket needs work: Low, Medium, High or Critical, from the least urgent to the most. Anyone in Tech / Development who can change work sets it, when filing the ticket or later in its own fields. It can stay empty until someone in Tech / Development sets it.
Set “Visible only to Tech / Development” to Yes when a ticket is personal or shows a client's details, such as a new laptop for someone or a screenshot of a client's file. Such a ticket is for Tech / Development and the person who filed it. Left empty, an IT help ticket counts as Yes, and a ticket of any other kind as No. It is not a place for passwords.
Who is told
Filing a ticket on this page emails nobody: everyone in Tech / Development sees it here. Requests from the rest of the company arrive on Tech requests, and each one emails as few people as it can:
- A problem or an IT help request from someone outside Tech / Development: one email to everyone in Tech / Development. An idea sends none.
- When Tech / Development picks the request up, by taking it or moving it to Planned, whichever comes first: one email to the person who filed it.
- When it closes: one email to the person who filed it, saying it is done, or that it will not be done and why: Declined, Cancelled or Duplicate. A person who withdraws their own request gets none.
- When someone comments on a request: one email to the person who filed it, unless they wrote the comment.
- When someone replies to a comment: one email to the person who wrote the comment it answers, unless they wrote the reply. Nobody else is told, and Me too tells nobody.
An email about a ticket goes only to people who can read the ticket. A ticket marked “Visible only to Tech / Development” is emailed only to Tech / Development and the person who filed it. People put on a ticket or taken off it are told too: see Assign or reassign a task.
Confirm it worked
A message headed Ticket filed says the ticket waits in the first stage until someone takes it. The ticket shows in Tasks by stage, marked in purple, with Nobody yet in its People column. To work on it yourself, take it.
If it did not work
A message headed Ticket not filed says why, and the dialog keeps what you typed. The usual ones:
- “Give the ticket a title.” Type a title, then select File ticket again.
- “Fill in "Description" before you file the ticket.” Fill in that field, then try again.
- “This project is canceled. Reactivate it before you file a ticket in it.” A department manager reactivates it from Workflow Projects.
- “You filed many tickets in the last hour. Try again later.” One person files only so many tickets in a project in an hour, here and on Tech requests together. Wait, then file it.
There is no New ticket button: the template has no task that can repeat, the project is canceled, or your role only reads. See Who can see and do what.