In this topic, you can learn how to fill in the details of an support ticket work item. For information about how to create this type of work item, see Work Items and Workflow (GovDev).
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In this topic |
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Field Reference |
Required Permissions
To view a support ticket, you must be a member of the Readers group or your View work items in this node must be set to Allow. To modify a support ticket, you must be a member of the Contributors group or your Edit work items in this node permissions must be set to Allow. For more information, see Managing Permissions.
Defining
a Support Ticket
The work item form for a support ticket stores data in the fields and tabs that are shown in the following illustration:

To define a support ticket
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In the top section of the work item form, specify one or more of the following types of information:
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In Title, verify and, if necessary, update the text to more accurately define the problem and the areas of work that are affected.
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In the Assigned To list, click the name of the team member who is responsible for addressing the support ticket.
Note
You can assign work items only to members of the Contributors group.
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In the Priority list, click the level of importance of the support ticket on a scale of 1 to 4, 1 being most important.
By default, this value is 2.
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On the Details tab, specify one or more of the following types of information:
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In the Description box, provide as much detail as you want to describe the support ticket.
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In the History box, provide as much detail as you want.
You can format the text that you type in this box.
Every time that a team member updates the work item, its history shows the date of the change, the name of the team member who made the change, and the fields that changed.
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Link the support ticket to other work items, such as a change request, use case or task.
For more information, see the next section in this topic.
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Link the support ticket to file attachments.
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Click
Save Work Item.
Linking
a Support Ticket to Other Work Items
On the Links tab, you can link a support ticker to one or more work items.
To link a support ticket to another work item
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On the Links tab, click
Link to. The Add Link to Support Ticket dialog box opens.
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In the Link Type list the choice will be either Hyperlink or Related. Choose Related.
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Perform one of the following actions:
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In Work item IDs, type the IDs of the work items that you want to find. Separate IDs by commas or spaces.
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Click Browse to specify work items from a list.
The Choose linked work items dialog box appears.

In the Saved query list, click a query that contains the work items that you want to add. For example, you can click Open Use Cases or Open Tasks.
Click Find, and then select the check box next to each work item that you want to link to the support ticket.
Click OK.
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(Optional) Type a description for the items that you are linking to.
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Click OK.
For more information, see Find Work Items to Link or Import.
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Click
Save Work Item.
Note
Both the support ticket and the items to which you linked are updated. A Related link to the support ticket is defined for each work item that you added.
Adding
Details, Attachments, or Hyperlinks to a Support Ticket
You can add information to a support ticket as more information becomes available. You add details to a support ticket in the following ways:
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Type information in the Description or History field.
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Attach a file.
For example, you can attach an e-mail thread, a document, an image, a log file, or another type of file.
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Add a hyperlink to a Web site or to a file that is stored on a server or Web site.
To add details to a support ticket
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Click the Details tab.
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Type information in the Description field.
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(Optional) Type information in the History field.
You can format information to provide emphasis or capture a bulleted list. For more information, see Titles, IDs, Descriptions, and History (GovDev).
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Click
Save Work Item.
To add an attachment to a support ticket
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On the Attachments tab, perform one of the following actions:
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Drag a file into the attachment area.
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Click
or press CTRL-V to paste a file that you have copied. -
Click
Add, click Browse, and, in the Attachment dialog box, type or browse to the name of the file
that you want to attach. (Optional) In the Comment box, type additional information about the attachment. To close the Attachment dialog box, click OK.
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Click
Save Work Item.
To add a hyperlink to a support ticket
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On the Links tab, click
Link to. -
In the Link Type list, click Hyperlink.
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In the Address box, perform one of the following actions:
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If the target is a Web site, type the URL, or copy it from your Internet browser and paste it into the Address box.
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If the target is a server location, type its UNC address.
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(Optional) In the Comment box, type additional information about the hyperlink.
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Click OK.
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Click
Save Work Item.
Closing
a support ticket
After a support ticket has been resolved and is no longer blocking progress, you change the state from active to closed. For more information about data fields that track states of work items, see Assignments and Workflow (GovDev).
To close a support ticket
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Open the support ticket.
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In the State list, click Closed.
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Click
Save Work Item.
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Typical workflow progression:
Additional workflow transitions states:
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Support Ticket State Diagram: ![]() |
Active (New)
All work items are created in the Active state. Each support ticket remains in the active state as it is being implemented. The team member who is assigned to the support ticket tracks its progress and that of any Use Cases, tasks, or other work items that it affects.
From Active to Closed
When you close a support ticket, the Assigned To field is automatically populated with the name of the team member who created the support ticket, and the Reason field is set to support ticket Resolved.
The following data fields are automatically captured during the transition from active to closed:
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Closed By: Name of the team member who closed the work item.
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Closed Date: Date and time when the work item was closed, as recorded by the server clock.
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State Change Date: Date and time when the state for the work item was changed.
Closed
Any team member can reactivate a closed support ticket if it was closed in error.
From Closed to Active
When you reactivate an support ticket, the Assigned To field is automatically populated with the name of the team member who closed the support ticket. The Reason field is set to Reactivated.
The following data is automatically captured during the transition from closed to active:
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Activated By: Name of the team member who reactivated the work item.
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Activated Date: Date and time when the work item was reactivated, as recorded by the server clock.
