Article Content
Overview
One of the key tasks you will perform in the Project Tracker is logging a ticket during the validation stage. This allows you to communicate issues/changes or questions to the Resolver team. It also helps us track and monitor issues/changes.
Navigation
- From the Home screen, click the Home dropdown menu.
Home Dropdown Menu
- Select the Project Tracker link from the Home dropdown menu.
Project Tracker Link
- From the Open Projects screen, click the Customer Tickets tab.
Customer Tickets Tab
How to Log a Ticket in Project Tracker
- From the Customer Tickets screen, click on a Project link under the Select a Project... section.
Project Link
- From the All Tickets screen, review the list of existing tickets to ensure the issue/change has not been created by another user on your team.
All Tickets Screen
- Click the + Create New link to add a new ticket to the project.
+ Create New Link
- From the Create a New Ticket pop-up, enter a ticket name in the Ticket Name field. The Ticket Name should be a brief description outlining the issue/change.
Ticket Name Field
- Enter a description outlining the issue/change in the Description field.
Description Field
- (Optional) Enter a customer reference number in the Ref. (Customer) field. If your company tracks issues/changes using an internal reference number.
Ref. (Customer) Field
- (Optional) If applicable, select the application affected by the issue/change from the Application Affected dropdown menu.
Application Affected Dropdown Menu
- Select a ticket category from the Ticket Category dropdown menu.
Ticket Category Dropdown Menu
- (Optional) Select the system component (e.g., Formula, Relationship, etc.) affected by the issue/change from the Component Impacted dropdown menu.
Component Impacted Dropdown Menu
- (Optional) Enter a detailed list of steps to reproduce the issue/change, including as much detail as possible (e.g., user, role, etc.) in the Step to Reproduce field.
Steps to Reproduce Field
- Select a priority indicating the severity of the issue/change from the Priority dropdown menu. Once you have selected a priority a brief description will appear under the Priority field outlining the priority selected.
Priority Dropdown Menu
- (Optional) Enter what the expected behavior should be in the Expected Behavior field. Enter how the system should react when the issue/change is not present.
Expected Behavior Field
- (Optional) Select a target due date from the Target Date Calendar pop-up. The Target Date is the issue/change estimated resolution date.
Target Date Calendar pop-up
- (Optional) Enter the estimated amount of effort (in hours) it will take the customer to help resolve the issue/change (e.g., customer testing) in the Effort Estimate (hours) field.
Effort Estimate (hours) Field
- (Optional) Enter the name of the employee who is responsible for testing the resolution in the Responsible Tester field.
Responsible Tester Field
- (Optional) Click the + Add File link to add a supporting attachment file (e.g., screenshot, etc.) to the ticket from the connected PC or drag and drop an attachment file into the Screenshot/Attachment field.
Screenshot/Attachment Field
- Click the + Create button.
+ Create Button
- The All Tickets screen will appear with the new ticket listed.
All Tickets Screen