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Managing tickets

Your organization might schedule software releases at certain times or might have windows during which you release your software. The application teams submit tickets to indicate that their codes are ready. The release coordinator might not know what is happening in the various environments. Conflicts might exist between applications. For example, one component might be targeted by more than application. Differences must be reconciled and conflicts, if any, resolved.

To add a ticket

  1. Click Environment > Metadata > Manage Tickets.
  2. Click the Add a new ticket button.
  3. Type the details in the various fields (the fields with an asterisk are required).
  4. Click Create.

To see the ticket that you created

  1. After you have created a ticket, click the Lifecycle tab.
     The lifecycle list appears.
  2. Click the lifecycle that you associated with the ticket.
  3. Click the Tickets tab in the new page that appears.
     The ticket is visible.

Next, you need to associate a ticket with a step in a request.

To associate a ticket with a step in a request

  1. Click the Requests tab.
     The requests list appears.
  2. Click a request that is associated with the lifecycle that you selected for your ticket.
     The request opens.
  3. Click the step that is associated with the request.
  4. In the new page that appears, click the Tickets link.
  5. Click the Select tickets link that appears.
  6. In the Select Tickets dialog box, select the check box under Action for your ticket.
  7. Click Add Selected.
  8. Click Done.

You can see the ticket summary report, which displays the following information:

  • Ticket
  • Applications
  • Runs

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*