This simple guide is to assist users of our issue tracking system. It explains how to raise issues/requests with our tram and how we handle them. The tracker is accessible from our extranet which is linked from our home page via the "login" button on the web-engineer homepage. A direct link is also available; this will have been emailed to you at the point of account creation along with your username and password.
Once logged in you will see a menu bar with the following options –
- My tickets, clicking this will return you to the page you are shown when you log in, which gives a broad overview of the current issues and requests that belong to you.
- Search, to locate tickets.
- New ticket – this is where you can raise new jobs and or issues with our team.
The remaining options give more advanced options to interigate, report and configure the system – these we will skip over for now as they are not needed for the day to day use.
The initially shown requests are broken down into three panes –
- My requests – these are tickets you have raised.
- My tickets – these are tickets we have raised on your behalf.
- My Queries – we may pre-configure your account to have a number of useful "lookups" to get a quick access to different views on your tickets. If any are available they will be listed here.
There are normally three classes of ticket we track, these are "bugs" and "jobs" and "wish-list". We distinguish between these so that we can separately deal with issues ongoing with existing software form requests for new developments or features. The wish-list is there to help field ideas about what could be done, and enables discussion on ideas without actually identifying them as a definitive requirement for development. If you are reporting a bug please see this page for an explanation of how to log bugs effectively.
Creating a ticket
Before you create a ticket you should have a quick look at the tickets already open – you should use the search function to make sure your issue isn't already being dealt with.
To create a ticket simply hit the new ticket icon. This will bring up a form to enter the ticket details. The first step is to choose the type of bug your submitting. Once this has been chosen you will then be asked to supply further information. Normally when creating a ticket please leave the state to "unconfirmed" as we will need to confirm the issue with you as the first step for processing the ticket. You can tell us how urgent the ticket is to you by selecting a priority. The summary should be brief but a clear reflection of the ticket. Finally filling in the description and being as detailed as possible will help us to understand your request. You can also upload an attachment using this form such as a supporting screen-shot or other supporting document, to send up multiple documents please zip these first and attach.