wiki:Developer/TicketWorkflow
Last modified 2 years ago

Ticket Work Flow

One of tracs' latest features is rudimentary support for Work Flows.

Blow is an explanation of how it works and what to expect as a ticket moves through the various states. The blocks below along with the image are pretty straight forward. Just read through and you'll get the idea.

For a visual see workflow1.png Download.

  • In the above image each line denotes a usable process, while each oval is the state the ticket would endup in after the process.

Ticket States

  • new - A new ticket that has just come in.
  • infoneeded_new - Information has been requested while leaving the ticket in the 'new' state.
  • infoneeded - Request information on a ticket that has been accepted, assigned or reopened.
  • accepted - A ticket that has been accepted directly by the ticket owner.
  • assigned - A ticket that has been asssigned to one developer by another.
  • reopened - Re-opened from it's closed state.
  • closed - Closed ticket with a resolution.

Common Operations

leave as *
By default tickets will have the leave as option selected. This sets the default behaviour to leave the ticket state as-is so you can edit the ticket as you like without changing the state.
resolve as
Resolve the ticket with a resolution.
reassign
Re-assign to another developer
accept
Accept a ticket, this will put the state into [TicketWorkFlow#accepted accepted]
unassign
Abandon a ticket and put it into the [TicketWorkFlow#new new] state.

Usage

This section contains detailed explanations on the possible operations on a ticket while it is in the listed state.

new

The only unique state here is request info which will put the state into [TicketWorkFlow#infoneeded_new infoneeded_new].

Action
as new
as The resolution will be set. Next status will be 'closed'
Next status will be 'infoneeded_new'
The owner will change from (none). Next status will be 'assigned'
The owner will change from (none) to verm. Next status will be 'accepted'

infoneeded

Same as [TicketWorkFlow#infoneeded_new infoneeded_new] but is used for tickets that have been accepted or assigned.

Action
Next status will be 'assigned'
as infoneeded
as The resolution will be set. Next status will be 'closed'
as timeout The resolution will be set to timeout. Next status will be 'closed'

infoneeded_new

Action
Next status will be 'new'
as infoneeded_new
as The resolution will be set. Next status will be 'closed'
as timeout The resolution will be set to timeout. Next status will be 'closed'

accepted

Action
as accepted
The ticket will be disowned. Next status will be 'new'
as The resolution will be set. Next status will be 'closed'
Next status will be 'infoneeded'
The owner will change from (none). Next status will be 'assigned'

assigned

Action
as assigned
The ticket will be disowned. Next status will be 'new'
as The resolution will be set. Next status will be 'closed'
Next status will be 'infoneeded'
The owner will change from (none). Next status will be 'assigned'

reopened

Action
as reopened
as The resolution will be set. Next status will be 'closed'
The owner will change from (none). Next status will be 'assigned'
The owner will change from (none) to verm. Next status will be 'accepted'

closed

Action
as closed
Next status will be 'reopened'
The owner will change from (none). Next status will be 'closed'

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