Ticket - Best practice

Ticket Management and Update Procedures

Purpose of Commenting on Tickets

  • The importance of keeping tickets updated for visibility and continuity.
    • Ensuring that others can quickly understand the status of a ticket when someone is unavailable (e.g., annual leave or illness).
    • Recommended practice is to provide daily updates, even if not strictly followed by all team members.

Best Practices for Commenting

  • Commenting should be regular, ideally on a daily basis, to develop a routine.
    • Helps team members stay informed about the progress of ongoing tasks.
    • Typical scenario: an employee forgets to update their ticket until they are unavailable.

Merge Requests and Deployment Example

  • After a merge request (MR) is completed, a deployment to the development environment should be followed by specific actions:
    • Action Steps:
    • Add a comment stating that the fix has been merged and is now ready for testing in the dev environment.
    • Include a link to the merge request that outlines the details of changes made and the relevant commits.
    • Importance of tracking: Proper documentation helps in tracking what work has been delivered as part of the ticket.

Workflow Navigation on Ticketing System

  1. Locating the Ticket:

    • Confirm the current status of the ticket (e.g., in development column, ticket number 371).
    • Check all necessary details before commenting.

  2. Commenting on the Ticket:

    • No need to tag anyone in the comment as the assigned developer is already known.
    • Tags are only required for directing specific queries or requests.

  3. Recommended Comment Wording:

    • Suggested comment format: “The fix has now been merged and deployed to the development environment, and it is now ready for testing.”
    • Adding the merge request link with an identifier like "MR" at the start enhances clarity.
  • It is standard to mention "MR" followed by the link.
    • Example format: "MR: "
    • Clarity is essential; using an abbreviation like "MR" helps others understand it refers to a merge request.

Transitioning Ticket Status

  • After commenting:
    • The next step is to update the status of the ticket to ‘Ready for Test.’
    • This is done through a status dropdown menu within the ticketing system.

Monitoring Work Items

  • Developers and QA team members should consistently monitor the ‘Ready for Test’ column for new tickets available for testing.
  • Importance of availability: When a ticket appears in this column, it indicates that it has been deployed and is available for review/testing.

Picking Up Tickets as a Developer

  • Query regarding the process of selecting tickets:
    • New developers should collaborate with experienced developers (e.g., Anna or John) to identify suitable tickets to work on.
    • Avoid picking random tickets from the ‘To Do’ column until familiar with the ticketing process.
  • Suggestions for improvement:
    • Recognizing the need for guidance in selecting tickets based on complexity and developer's skill level.
    • Communication is key for understanding the status and expectations around ticket assignments.

Communication with Leadership

  • New developers are encouraged to ask for help in selecting their next ticket to ensure they work on manageable items within their capacity.