ProCKSI

h1. = Ticketing Policy

=

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

h2.

== General Definitions

h3. ==

=== Ticket Type

===
Describes the *nature* '''nature''' of a new ticket.

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

h3.

=== Priority

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

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

h3.

=== Versioning

===
Describes conventions for *naming* '''naming''' milestones and versions.

||*Milestone*||Planned ||'''Milestone'''||Planned version (future) ||
||*Version* ||'''Version''' ||Released milestone (past) ||

*Milestones* '''Milestones''' are named according to the next *Version* number.

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

h2.

== Ticket Handling

h3. ==

=== Opening new Tickets

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

[[BR]]

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

h3.

=== Referring to Tickets

===
Tickets can be referenced in the following way:

||Reference||!#1, way:[[BR]]

||Reference||!ticket: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>
follows:[[BR]]

{{{COMMAND list-of-tickets}}}

||{{{COMMAND}}} || close | closed | closes | fix | fixed | fixes ||
|| || references | refs | addresses | re | see ||
||list-of-tickets || !#1, !#2, !ticket:1, !ticket:2, ... ||
|| || !#1 !ticket:1 & !#2 !ticket:2 & ... ||
|| || !#1 !ticket:1 and !#2 !ticket:2 and ...||

*Example:*

&#x27;&#x27;&#x27;Example:&#x27;&#x27;&#x27;[[BR]]
The following example will close tickets !#10 and !#12, and add a note to ticket !#12.

<pre>

{{{Changed blah and foo to do this or that. Fixes #10 and #12, and refs ticket:12.}}}