Changes between Version 4 and Version 5 of AdministratorGuideToTickets


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Timestamp:
17/04/15 13:32:49 (4 years ago)
Author:
annette
Comment:

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  • AdministratorGuideToTickets

    v4 v5  
    1  * When a user submits a request to the UM Helpdesk the designated owner of the query (determined by which area of the UM the query relates to) will be emailed. 
     1 * When a user submits a request to the UM Helpdesk it is initially owned by the generic um_support user. This is linked to a mailing list that emails all members of the core CMS support team.  
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    3  * To respond to a query you will need to login to the UM Helpdesk with your Trac username/password [[BR]] ['''Note:''' This is different to your joomla username/password.] 
     3 * The email that is sent contains a link to the ticket on the Helpdesk.  
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    5  * View the relevant ticket by going to "view tickets", selecting the required report which will list the active tickets and clicking on the ticket summary. [[BR]] ['''Hint:''' To sort the list of tickets click on a column heading.] 
     5 * To respond to a query you will need to login to the UM Helpdesk with your Trac username/password.  
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    7  * It is imperative that the "Reported By" field has been filled in with the reporter's email address or name of authenticated user otherwise they will not be informed of any progress.  Make sure that this field doesn't still contain ''umdoc''. You can change this field by editing the "Reporter" field in the '''Add/Change''' section of the page. 
     7 * You can view all open tickets by going to "view tickets", selecting the required report which will list the active tickets and clicking on the ticket summary. [[BR]] ['''Hint:''' To sort the list of tickets click on a column heading. You can also set up custom queries and views.] 
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    9  * Responses are made, by adding comments to the ticket.  In the '''Add/Change''' section enter your response in the "comment" field. WikiFormatting should be used here. 
     9 * It is imperative that the "Reported By" field has been filled in with the reporter's puma username otherwise they will not be informed of any progress.  
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    11  * Before submitting your response in the '''Action''' block of radio buttons click "Accept Ticket" if you are the primary person working on this ticket.  If your response fixes the query, then click "Resolve" and select the appropriate reason from the dropdown box (fixed, invalid, wontfix, dupliate, worksforme). 
     11 * Responses are made, by adding comments to the ticket.  In the '''!Add/Change''' section enter your response in the "comment" field. WikiFormatting should be used here. 
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     13 * Before submitting your response in the '''Action''' block of radio buttons click "Accept Ticket" if you are the primary person working on this ticket.  If your response fixes the query, then click "Resolve" and select the appropriate reason from the dropdown box (fixed, invalid, wontfix, dupliate, worksforme etc). 
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     15 * Check that the metadata (component, platform, version and keywords) have been filled in correctly. This will help other users when searching for tickets.  
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    1317 * Hit the "Preview" button to view your edits. 
     
    1721 * Once a query has been resolved please remember to close the ticket by selecting "Resolve" in the '''Action''' list at the bottom of a ticket. 
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    19  * If the ticket needs to be assigned to another member of the team.  You can reassign it by viewing the ticket and checking the "Reassign" radio button and entering the name of the new owner (one of ros, lois, jeff, andy, simon or bouton). 
     23 * If the ticket needs to be assigned to another member of the team.  You can reassign it by viewing the ticket and checking the "Reassign" radio button and entering the name of the new owner. 
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