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Terminology

A definition list of terminology used by Request Tracker
  • Ticket - A central place to store information about a single, specific issue.  Each ticket has a number as an identifier (e.g., ticket 105) , and all information related to the ticket, regardless of the contributor, is displayed chronologically in a single web page in RT.

  • Queue - A queue is a high level grouping for tickets.  Each ticket resides in a single queue, and if necessary, a ticket can be moved from one queue to another.  Often queues are created based on who will be managing the queue, that is, what group of people will be responsible for resolving the issues in the queue.  For example, in Pathology Data Systems (PDS), the people who maintain control files are usually separate from those who maintain the code base.  Within the group of people who maintain the code base, PDS has three primary divisions:  CP, TM, and AP.  So one reasonable set of four queues for PDS might be Control Files, CP, TM, and AP.  By separating tickets into these hypothetical queues, the people who maintain control files can see control file related tickets without needing to sift through programming related tickets.  Similarly, the people who maintain the CP code base will not need to sift through a list of TM issues, etc.

  • Requestor - The person who is making the request, which is usually but not always the person entering the ticket into RT.

  • Status - The status of the ticket determines how much, if any, progress has been made in terms of resolving the issue.  RT has the following status options available.
    • new - The ticket is brand new and no one is working on it yet.  This is the default status when you create a new ticket.

    • open - Someone is actively working on resolving the issue in the ticket.

    • stalled - Although some work has been done, the ticket needed to be put on the back burner, perhaps because of a need to address higher priority issues.

    • resolved - The issue in the ticket has been resolved.

    • rejected - Someone has determined that the ticket is not valid.  For example, someone reported a problem, but investigation reveals that the perceived bug is actually an intentional feature.

  • Owner - The person who is currently responsible for addressing the issue in the ticket.  The owner can- and should be changed when the responsibility for working on the issue changes.  For example, if a programmer has completed alpha testing and the code is ready to be turned over for testing, the owner should be change to the person responsible for that testing.

  • Cc - A list of e-mail addresses where e-mail messages will be sent when someone replies to- or resolves a ticket.  E-mail is not sent to anyone on this list when a comment is added to the ticket.

  • Admin Cc - A list of e-mail addresses where e-mail messages will be sent when someone replies to- or resolves a ticket.  E-mail is also sent to everyone on this list when a comment is added to the ticket.

  • Subject - A description of the issue in the ticket.  The subject is a primary identifier of the issue in the ticket, allowing people to find what they are looking for quickly.  Therefore, it is important for the subject to be concise and unambiguous.

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