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 or questions to the Resolver team. It also helps us track and monitor issues.
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 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.
Ticket Name Field
- Enter a description outlining the issue in the Description field.
Description Field
- (Optional) Enter a customer reference number in the Ref. (Customer) field. If your company tracks issues using an internal reference number.
Ref. (Customer) Field
- (Optional) If applicable, select the application affected by the issue 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 from the Component Impacted dropdown menu.
Component Impacted Dropdown Menu
- (Optional) Enter a detailed list of steps to reproduce the issue, 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 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 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 estimated/ideal 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 (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