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).

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:

Work Item Form for Support Ticket

To define a support ticket

  1. In the top section of the work item form, specify one or more of the following types of information:

  2. On the Details tab, specify one or more of the following types of information:

    • In the Description box, provide as much detail as you want to describe the support ticket.

    • 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.

  3. 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.

  4. Link the support ticket to file attachments.

  5. Click Save Save Work Item.

Linking a Support Ticket to Other Work Items

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:

  • Type information in the Description or History field.

  • Attach a file.

    For example, you can attach an e-mail thread, a document, an image, a log file, or another type of file.

  • 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

To add an attachment to a support ticket

  1. On the Attachments tab, perform one of the following actions:

    • Drag a file into the attachment area.

    • Click Paste or press CTRL-V to paste a file that you have copied.

    • Click Add Attachment 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.

  2. Click Save Save Work Item.

To add a hyperlink to a support ticket

  1. On the Links tab, click Add Links Link to.

  2. In the Link Type list, click Hyperlink.

  3. In the Address box, perform one of the following actions:

    • If the target is a Web site, type the URL, or copy it from your Internet browser and paste it into the Address box.

    • If the target is a server location, type its UNC address.

  4. (Optional) In the Comment box, type additional information about the hyperlink.

  5. Click OK.

  6. Click Save 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

  1. Open the support ticket.

  2. In the State list, click Closed.

  3. Click Save Save Work Item.

Typical workflow progression:

  • A team member creates a support ticket in the Activestate with a default reason of New.

  • A team member changes the state from Active to Closed when the support ticket is resolved or no longer blocking progress.

Additional workflow transitions states:

  • A team member determines that the support ticket was closed in error and reactivates the support ticket by changing the state from Closed to Active.

Support Ticket State Diagram:

Support Ticket state diagram

Active (New)

Closed

See Also