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
	Request		A new feature that should be added
	Task		Anything that does not fall into the categories above

Priority¶

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

	blocker		Reduced functionality of parts of the system or the entire system until problem is fixed
	critical		Security breach or severe loss of data due to the defect				major		Defect with major impact OR big enhancement
	normal		Defect with normal impact OR medium enhancement
	minor		Defect with minor impact OR small enhancement
	trivial		Defect with little or no impact OR cosmetic enhancement

Versioning¶

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 following way:

||Reference||!#1, bug:1, #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:

<pre>
||                || references | refs | addresses | re | see ||
||list-of-tickets || !#1, !#2, ...      ||
||                || !#1 & !#2 & ...    ||
||                || !#1 and !#2 and ...||

*Example:*

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

<pre>