User

The administrator (role: PM) can create new users for the issue tracking system and assign them to projects. A user can be assigned one of the following roles for a project:

Role	Description
Manager	Has all rights (PM, PL)
Developer	Developer rights (DEV)
Tester	Tester rights (Tester)
Reporter	May only create tickets (Tester)
Extern	For all users outside of EMOTIVE.

Important: External users may only be assigned the role Extern!

Note: Depending on the role, the rights for the project are restricted.

Tickets

The tickets are the central element. Tickets are assigned to projects. Tickets can be organized hierarchically and links can be created between tickets. Tickets include:

Unique (consecutive) number
Creator
Time of creation
Completion date
Ticket Types
Ticket Priorities
Problem Description
Troubleshooting
Change history
Ticket States

Ticket Types

Depending on the content and purpose of the ticket, the ticket must be assigned one of the following types.

Ticket Type	Description
Main	Main feature, usually has sub-tickets
Feature	New feature or enhancement
Gap/Lack	Defect or gap that does not prevent usage
Bug	Usage preventing error
General	General ticket outside of the implementation (e.g. effort estimation, specification creation etc.)
Support	Support request (no code changes)

Note: The type of a ticket can change during processing. For example, if it is determined that it is not a bug but an incorrect application, the type can be changed from "Bug" to "Support".

Ticket Priorities

All tickets are assigned to the employees. The employees process the tickets in the order of their priority and the date of creation. If a higher priority ticket is assigned during processing, the rules in the table below apply.

Ticket Priority	Description
LOW	Subordinate, can be done at some point (background task)
NORMAL	Edit in order of creation
HIGH	A NORMAL ticket can be completed. A LOW ticket should be paused (`Pending`) but can be processed until the EOB.
URGENT	A HIGH ticket can be processed until the EOB. A NORMAL and LOW ticket must be paused (`Pending`) as quickly and reasonably as possible.
IMMEDIATE	All other tickets must be paused (`Pending`) as quickly and reasonably as possible.

Ticket States

A ticket always has exactly one of the following states, whereby the status process is described in the flowchart.

Ticket States	Description
New	The ticket is generated by the creator. It contains a simple, clear and sufficient specification of the task for the editor. If the ticket is RELEASE relevant a link to a certain Release Plan version must be added.
In Progress	The editor works on the ticket. The estimated progress and due date must be updated at the end of the working day!
Feedback	The editor has a question or a tip for the creator.
Pending	The editor has to pause the work due to another ticket or if some requirements missing. The reason for pending should be written in the ticket and the other ticket must be linked as a reference.
Resolved	The editor has completed and tested the work. A short summary as well as the revision number should be written in the ticket.
In Testing	The tester tests the implementation against the specification.
Tested	The tester successfully tested the implementation. He thus releases the implementation for delivery.
Closed	This optional status does not have to be used. It is only used to clean up the ticket system.
Rejected	The ticket is invalid.

Important: In order to make the project progress transparent, especially for the customer, and thus to make it predictable, it is important that the due date and the progress are updated at the end of each working day. The values should be roughly estimated based on practical experience. The estimate is non-binding! No one will be judged for a wrong estimate! It is clear that the values can change completely during processing.

Ticket Status Process

Ticket Relations

Tickets that are related to other tickets must be linked. The following relationships are possible:

Relation	Description
Relationship	The ticket has a technical relationship with another ticket.
Duplicate	The ticket is a duplicate of another ticket.
Blocked	The processing of the ticket is blocked by another ticket, see also Status Pending.
Predecessor	Before the ticket can be processed, another ticket must first be completed.