Ticket Handling Guidelines #

When working on tickets in a ticket management tool, it’s crucial to follow best practices to ensure efficient workflow and clear communication among team members. Here are guidelines for managing tickets, including changes, comments, summaries, status changes, and assignees:

General Guidelines #

1. Clear and Concise Communication: Use clear, concise language that will be understood by all team members.
2. Consistent Formatting: Follow a consistent format for all tickets to make them easier to read and understand. Use templates in github.
3. Detailed Information: Provide detailed and relevant information to ensure that all necessary context is available for anyone working on or reviewing the ticket.

Ticket Creation #

1. Descriptive Titles: Use a descriptive and precise title that summarizes the issue or enhancement.
2. Comprehensive Description: Include a thorough description of the issue or enhancement, covering the what, why, where, and how.
3. Steps to Reproduce: Clearly outline the steps to reproduce the issue, if applicable.
4. Attachments: Add screenshots, videos, files, logs, mockups, or any other relevant files that can help in understanding the ticket.
5. Environment Details: Specify the environment (OS, browser, app version, etc.) where the issue was observed or where the enhancement is applicable.

Comments and Updates #

1. Regular Updates: If ticket takes more than 2 days to complete - provide regular updates on the progress of the ticket to keep all stakeholders informed. Place your update in comments section or mark appropriate action points in the ticket.
2. Relevant Information: Keep comments relevant and to the point. Avoid unnecessary details. Details could be replaced with link to related tickets/documentaiton articles/etc if needed.
3. Questions and Clarifications: Use comments to ask questions or seek clarifications. Tag relevant team members if needed.
4. Status Updates: Update the ticket status promptly to reflect the current state (e.g., “In Progress,” “In Review,” “Blocked”).
5. Resolution Details: When resolving a ticket, provide details about the fix or implementation and any steps needed for verification/testing.

Status Changes #

1. Accurate Status: Always ensure the ticket status accurately reflects its current state on the sprint/backlog board.
2. Transition Explanation: When changing a ticket’s status, include a brief explanation in the comments to justify this transition. This practice should especially be applied, when the ticket moves back and forth between different statuses before reaching Done.
3. Blockers: If a ticket is blocked, clearly state the reason and any actions needed to unblock it.

Assignees #

1. Clear Ownership: Assign the ticket to the appropriate person or team to ensure clear ownership.
2. Reassigning: If reassigning a ticket, provide context and reason for the reassignment in the comments.
3. Multiple Assignees: Avoid miltiple assignees - work with smaller tickets for each team member associated. But if multiple people need to work on a ticket, ensure roles and responsibilities are clearly defined.

Summaries and Resolutions #

1. Summarize Discussions: Periodically summarize discussions and decisions in the comments to maintain clarity. Update desription ticket if some information there is not relevant anymore.
2. Resolution Details: When closing a ticket, provide details for stakeholders on how to use the new feature, especially if someone has been waiting for this specific ticket to be completed.
3. Verification: Ensure that the resolution is verified by QA or the relevant stakeholders before closing the ticket.

Priority #

1. Set Appropriately: Highlight priority level based on the impact and urgency of the issue or enhancement.
2. Review and Adjust: Regularly review and adjust priority level as needed based on changing circumstances or new information.

Documentation and Links #

1. Reference Documentation: Include links to relevant documentation, code repositories, or other resources that can aid in understanding or resolving the ticket.
2. Related Tickets: Link related tickets to provide context and ensure all relevant information is accessible.

Template of a Bug Report Ticket #

Title: A descriptive and precise title that summarizes the issue.

Describe the bug A clear and concise description of what the bug is.

To Reproduce Steps to reproduce the behavior:

1. Go to ‘…’
2. Click on ‘….’
3. Scroll down to ‘….’
4. See error

Expected behavior A clear and concise description of what you expected to happen.

Screenshots If applicable, add screenshots to help explain your problem.

Desktop (please complete the following information):

• OS: [e.g. iOS]
• Browser [e.g. chrome, safari]
• Version [e.g. 22]

Smartphone (please complete the following information):

• Device: [e.g. iPhone6]
• OS: [e.g. iOS8.1]
• Browser [e.g. stock browser, safari]
• Version [e.g. 22]

Additional context Add any other context about the problem here.

Template of an Enhancement Request Ticket #

Title: a descriptive and precise title that summarizes the enhancement.

Is your feature request related to a problem? Please describe. A clear and concise description of what the problem is. Ex. I’m always frustrated when […]

Describe the solution you’d like A clear and concise description of what you want to happen.

Describe alternatives you’ve considered A clear and concise description of any alternative solutions or features you’ve considered.

Additional context Add any other context or screenshots about the feature request here.