Ticketing Policy

This page describes how Users and Developers should use the ticketing system:

General Definitions

Ticket Type

Describes the nature of a new ticket.

Defect Anything that does not work as expected
Enhancement An improvement over an existing feature
Feature A new feature that should be added
Task Anything that does not fall into the categories above


Describes the importance of a ticket and the order in which it should be dealt with.

immediate Reduced functionality of parts of the system or the entire system until problem is fixed
urgent Security breach or severe loss of data due to the defect
high Defect with major impact OR big enhancement
normal Defect with normal impact OR medium enhancement
low Defect with minor impact OR small enhancement


Describes conventions for naming milestones and versions.

Milestone Planned version (future)
Version Released milestone (past)

Milestones are named according to the next Version number.

Keywords can be added to specify a special purpose of a Milestone/*Version*, e.g. "usability", "performance"

Ticket Handling

Opening new Tickets

Users only need to set the Ticket Type and the Version of the software to which the ticket applies. The Priority is optional and may be reassigned by one of the developers later.

Developers verify each ticket and, on acceptance, assign an Owner, Priority, Component, and Milestone. If more information than given in the original ticket description is needed, its status should remain as new until acceptance/refusal is possible.

Referring to Tickets

Tickets can be referenced in the wiki using #:

issue #1

Closing and Referencing Tickets

Tickets should not be closed by hand, but automatically when committing the code changes to the SVN repository, referring to the ticket numbers as follows:

close a ticket "close", "closes", "fix", "fixes"
refer to a ticket "references", "refs", "addresses", "re", "see"
list-of-tickets separator is one of: , & and, eg. #1 and #2


The following example will close tickets #10 and #12, and add a note to ticket #12.

close #10 and #12, references #12