Confused about "new" tickets
Reported by Chris Drackett | October 13th, 2007 @ 04:13 PM
I am a bit confused with the new "new" state that a ticket can have. Maybe this is more about the fact that when I add a ticket, its state is "new" and I have to touch it again to get it into the open state. This means that for all the tickets that I e-mail in, or am creating while I work, I need to create a ticket, then touch it again before it will show up under most of my filters or its assigned milestone. In essence I now have an extra step in my workflow changing "new" tickets to "open" tickets.
Maybe when a user on the project creates a ticket, it always comes in as open?
Comments and changes to this ticket
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Will October 13th, 2007 @ 06:59 PM
- → State changed from “new” to “open”
Indeed there is an issue with the new state which I need to talk to Rick about. It seems to go missing from specific search filters, I know they don't display on the counter on the dashboard, but do show up under all open tickets and inside the counter of the project.
I agree that when a project member creates a ticket, it should be assigned as open.
Which search filters are the new state of tickets not displaying on for you?
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rick October 13th, 2007 @ 09:22 PM
Yes I'm tweaking things. The original behavior works like you suggest, but there's still the issue of other clients that are still project members opening tickets for you. It's kind of an all-or-nothing deal here. I like the idea of accepting all tickets, I'll just have to tweak filters and counters so that new tickets count as open too.
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rick October 14th, 2007 @ 03:14 AM
Actually, filters should catch new tickets. What do your filters look like that are ignoring them? For instance, this finds new tickets just fine.
And they should now be counted correctly.
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Chris Drackett October 14th, 2007 @ 06:50 AM
I think that would solve my issue.
On Oct 13, 2007, at 11:22 PM, Lighthouse
wrote:
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Robby Russell October 14th, 2007 @ 10:36 AM
Chris,
I was the one who brought up the issue with new tickets showing up as open. We're working with several clients on our projects and it was very difficult to determine which tickets were new or not. New is kind of a strange state in that every ticket is new once in it's life.
The application wasn't behaving as a user expects it to, because of the language on the site. When you click on "Add new ticket" in the navigation bar... you should expect to generate a new ticket. Otherwise, the text should be, "Open a ticket"... or something more appropriate.
This new change (icons) helped make the overview pages much more useful on our projects and hope they keep it this way. :-)
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Chris Drackett October 15th, 2007 @ 06:45 AM
I agree with the display of new, I think the thing that was bothering
me is that "new" tickets were not showing up in any of the views that
I used (milestone, my tickets, etc) so I was missing them. Also, when
I was creating a lot of tickets for myself, I had to both create them
and then edit them to get them into the views I use. I think now that
new and open tickets are more similar, my issues are solved.
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rick October 15th, 2007 @ 08:10 AM
- → State changed from “open” to “resolved”
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