ProCKSI

h1. Ticketing Policy

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

h2. General Definitions

h3.  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||

h3. 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||

h3. 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"

h2. Ticket Handling

h3. 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.

h3. Referring to Tickets

Tickets can be referenced in the following way:

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

h3. 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>

<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>