# Ticketing ## Managing ### Creating a ticket Use **Add ticket** on the ticket overview page to create a new ticket: | Field | Required | Description | | --- | --- | --- | | Workspace | — | The ticket is created in your default workspace; this cannot be changed in the dialog. | | Type | yes | The kind of ticket. The available types (with their icon and color) are configured per environment. Selecting a type applies that type's configured default severity and description, and shows the *Description* field below if the type has description enabled. | | Severity | yes | The severity of the ticket on the standard Versio.io 10-step severity scale. Defaults to the selected type's configured value. | | Title | yes | A short summary of the ticket (display name). | | Description | no | Only shown for ticket types with description enabled. Supports **Markdown** formatting. | After creation, you are taken directly to the new ticket's details, where fields such as tags, tasks, participants, reporter information, documents, and affected instances can be filled in. ### Creating a ticket from a violation or event The **Create ticket** button is also available on the details page of a violation, a violation group in risk management, and an event. A ticket created there is linked to its origin: - From a violation, the ticket is related to the violation. - From a violation group, the ticket is related to every violation of the group. - From an event, the ticket is related to the event. The dialog shows what will be linked. Use **Dismiss** to create the ticket without these relations. If the selected ticket type does not have the relations feature, the ticket is created without them. Linking a violation requires access to the workspace of its policy set. Linking an event requires the right to read events. The details page of a violation and of an event shows its tickets in the **Tickets** box. To link a violation or event to a ticket that already exists, use **Add to ticket** on the violation page, on a violation group in risk management for all violations of the group, or on the event page. Pick the ticket in the dialog. Only tickets whose type has the relations feature and whose status allows editing are offered. ### Deleting a ticket Use the **Delete** button in the ticket header to delete a ticket. After confirming the dialog, the ticket and all of its data — comments, tasks, work times, and documents — are **permanently** deleted. Whether the ticket's attached documents are also removed from the document storage is controlled by the **Delete referenced documents** option in the environment's document storage settings: - **Enabled** — the documents are deleted from the document storage together with the ticket. - **Disabled** — the documents remain in the document storage (e.g. for compliance or backup reasons), but are no longer accessible through Versio.io once the ticket is gone. > **Note:** This option only applies when the ticket itself is deleted. Deleting a single document from the [documents tile](<#documents>) always removes it from the document storage. ### Duplicate a ticket *Coming soon* ### Merge or split a ticket *Coming soon* ### Ticket report *Coming soon* ## Core section ### Status and ticket fields ![Ticket core section]() *Figure: Ticket core section* #### Status > TODO Ticket status is coming from the ticket type configuration The ticket status is shown as a colored chip below the ticket title. Click it to change the status: | Status | Meaning | | --- | --- | | Open | The ticket has not been worked on yet. | | In progress | The ticket is actively being worked on. | | Resolved | The work is done. | | Closed | The ticket is finished and closed. | The status can also be cleared — the ticket then shows *No status*. Changes are recorded in the [activity feed](<#activity>). #### Fields The fields bar below the title shows the core ticket fields. Click a value to change it (except the type); changes are saved immediately: > TODO Ticket type cannot be changed and has user-defined values | Field | Description | | --- | --- | | Type | The kind of ticket, set on creation (see [Creating a ticket](<#creating-a-ticket>)). | | Severity | The severity of the ticket on the standard Versio.io 10-step severity scale. | | Assignee | The user responsible for the ticket. The dropdown offers the ticket's [participants](<#participants>); any other email address can be typed in. The assignment can also be removed. | | Due date | The date the ticket should be done. A ticket is marked **Overdue** once the due date has passed — the due day itself does not count as overdue, and tickets in the *Resolved* or *Closed* status are never flagged. | Changes are recorded in the [activity feed](<#activity>). ### Title and description Use the edit icon next to the ticket title or in the description tile to change them. The description supports **Markdown** formatting. Both changes are recorded in the [activity feed](<#activity>). ### Workspaces The workspaces a ticket belongs to are shown in the ticket details. Tickets in the global workspace are marked with the global workspace icon. Click the workspace names to change the ticket's workspaces: select one or more workspaces in the dropdown and save. Workspace changes are recorded in the [activity feed](<#activity>). #### Tags Tickets can be labeled with tags to categorize and find them. A tag consists of a **key** and an optional **value**, e.g. `Team: Team1` or just `frontend`. - **Add a tag** with the tag icon in the tags section, entering a key and optionally a value. - **Remove a tag** by clicking its delete icon. Every tag change is recorded in the ticket's [activity feed](<#activity>). ## Main Section ### Task list The task list breaks a ticket down into checkable steps. A progress bar and a *done* counter at the top show how far along the ticket is. - **Add a task** by typing its text into the *Add a task...* field and clicking **Add**. - **Complete or reopen a task** with its checkbox. - **Edit a task** with its edit icon to change the text, the assignee, or the due date. - **Assign a task** by choosing one of the ticket's [participants](<#participants>) — or click the **\+** avatar placeholder on the task row as a shortcut. - **Due dates** are shown on open tasks; once the due date has passed, the task is marked **Overdue** (the due day itself does not count as overdue). - **Delete a task** with its delete icon. Deleting a task also deletes its subtasks. ![Ticket task list]() *Figure: Ticket task list* #### Subtasks and ordering Use the drag handle on the left of a task row to **reorder** tasks. Dragging a task onto another task nests it as a **subtask** — one nesting level is supported, so only tasks that have no subtasks themselves can become subtasks. Dragging a subtask out of its list makes it a top-level task again. #### Footer actions The footer shows how many tasks are still open and offers: - **Hide completed / Show completed** — toggle the visibility of finished tasks. While completed tasks are hidden, drag & drop is disabled. - **Remove completed tasks** — delete all finished tasks at once. A completed task keeps its open subtasks: it is only removed once all of its subtasks are done as well. Every task change is recorded in the [activity feed](<#activity>). ### Activity The activity feed shows the complete history of a ticket in chronological order — from its creation through every change: - Comments - Title changes and description edits - Status, severity, assignee, and due date changes - Reporter information changes - Workspace changes - Added, changed, completed, or removed tasks - Uploaded or deleted documents - Added or removed watchers - Added or removed affected instances - Added or removed related violations and events - Added, changed, or removed tags - Work estimate changes - Logged or removed work times Each entry shows who did what and when. Timestamps are shown as relative times (e.g. *2 hours ago*); hover over them to see the exact date and time. The feed loads the 10 most recent entries; use **Show older activity** to load more. ![Ticket activities and comments]() *Figure: Ticket activities and comments* #### Filtering the feed Use the filter chips above the feed to narrow it down: | Filter | Shows | | --- | --- | | All | Every activity | | Comments | Comments only | | Edits | Changes only | #### Public and confidential commenting Write a comment in the composer at the top of the activity feed and click **Comment**. Comments support **Markdown** formatting. You can **edit** and **delete** your own comments using the icons next to the comment's timestamp: - Edited comments are marked with an *edited* label; hover over it to see when the comment was last edited. - Deleted comments keep their place in the feed, but the text is replaced by a note stating who deleted the comment and when. Check **Confidential** before posting to mark a comment as confidential. Confidential comments are: - Marked with a lock badge in the activity feed. - Blurred by default — click the comment to reveal it, and click the *Confidential* badge to blur it again. ## Widgets In the right-hand sidebar, you will find various ticket widgets. These functional and informative modules (Function & Content Widgets) assist you in processing the ticket by providing important context or enabling direct actions such as time recording. ### Reporter The reporter tile holds the contact information of the person who reported the ticket — useful when the reporter is not a Versio.io user (e.g. an end user calling the service desk): | Field | Description | | --- | --- | | Name | The reporter's name. | | Email | Shown as a clickable *mailto* link with a copy button. | | Phone | Shown as a clickable *tel* link with a copy button. | | Note | A free-text note, e.g. availability or additional context. | ![Ticket reporter]() *Figure: Ticket reporter* Use the edit icon to change the reporter information. All reporter changes are recorded in the [activity feed](<#activity>). ### Time tracking #### Overview The planned and actual time spent on ticket processing can be viewed and managed directly on the ticket. ![Time tracking overview]() *Figure: Time tracking overview* #### Add time entry Use the `+` button in the time tracking section (or the *time spent* link while no time is logged) to add a time entry: | Field | Required | Description | | --- | --- | --- | | Time spent | yes | The worked time as time text, e.g. `1h 30m` (see [Entering time values](<#entering-time-values>)). | | Spent at | no | The day the work was performed. Defaults to today if left empty. | | Spent by | no | The user who performed the work. Defaults to you if left empty. | | Note | no | A short description of what was worked on. | ![Add a time tracking entry]() *Figure: Add a time tracking entry* Time entries can be deleted from the entries table in the [time tracking report](<#time-tracking-report>). #### Setting an estimate Click the `estimate` link (or the `Est` / `No estimate` label in the summary) to set the estimated total work for the ticket, entered as time text, e.g. `3d 4h`. The summary then shows the remaining time and a progress bar comparing spent time against the estimate. Use **Remove estimate** in the same dialog to clear an existing estimate. ![Estimation of the effort involved in processing the ticket]() *Figure: Estimation of the effort involved in processing the ticket* #### Time tracking report Click the *Spent …* label in the time tracking summary to open the time tracking report. It contains: - **Effort summary** — the estimate and total spent time as progress bars, including the spent percentage of the estimate. - **User distribution** — the spent time per user, most active first. The four most active users are listed individually; further users are combined into one *others* row. - **Time tracking entries** — a table of all time entries with time, user, date, and note. Entries can be deleted here. ![Time tracking report]() *Figure: Time tracking report* #### Entering time values Time values (e.g. logged work or estimates) are entered as free text using numbers with a time unit: | Unit | Meaning | Example | | --- | --- | --- | | `m` | Minutes | `30m` | | `h` | Hours | `2h` | | `d` | Days (24 hours) | `1d` | | `w` | Weeks (7 days) | `2w` | | `mo` | Months (30 days) | `1mo` | | `y` | Years (365 days) | `1y` | Rules: - **Combine units** to express any duration, e.g. `1h 30m` or `2d 4h`. - **Plain numbers are minutes**: entering `90` is the same as `90m` or `1h 30m`. - **Decimals are allowed**, with dot or comma: `1.5h` and `1,5h` both mean 1 hour 30 minutes. - **Spaces and casing don't matter**: `1h30m`, `1H 30M` and `1h 30m` are all valid. - **Maximum value** for time spent and estimates is 10 years. If the entered text cannot be interpreted, the field is highlighted and an error message is shown below it. The value is not saved until the format is corrected. ### Documents Files can be attached to a ticket in the documents tile: - **Upload a document** with the add icon and select a file. - **Capture a screenshot** with the monitor icon and select a browser tab, a window or a monitor screen. - **Preview a document** by clicking the document name. The preview works for images and PDF files. - **Download a document** by clicking its name or the download icon. - **Delete a document** with its delete icon. Each document is listed with a file-type icon, its size, type, and when it was last modified. Uploads and deletions are recorded in the [activity feed](<#activity>). ![Ticket documents (files)]() *Figure: Ticket documents (files)* > **Note:** Documents require a configured document storage for the environment. If none is configured, the tile shows a message — administrators can follow the link to the document storage settings. ### Affected instances For ticket types with the inventory integration feature enabled, the affected instances tile lists the instances (e.g. servers, devices, or other monitored objects) related to the ticket: - **Add an instance** with the add icon and search for it by name. - Click an instance to open its details. - **Remove an instance** with its delete icon. ![Ticket affected instances]() *Figure: Ticket affected instances* > **Note:** This tile is only shown for ticket types configured with inventory integration, and only the sections you have permission for are visible. Adding and removing instances is recorded in the [activity feed](<#activity>). ### Related violations and events For ticket types with the relations feature enabled, this tile lists the violations and events related to the ticket. Tickets created from a violation or event get their relations automatically (see [Creating a ticket from a violation or event](<#creating-a-ticket-from-a-violation-or-event>)). - **Add a relation** with the add icon: - If the ticket has affected instances, their open violations and open events are listed. Tick the ones to add. - For anything else, paste the link of a violation or event page, or its ID. - Click a relation to open the violation or event. - **Remove a relation** with its delete icon. Adding a violation requires access to the workspace of its policy set. Adding an event requires the right to read events. A violation or event you are not allowed to read is shown with its ID only. Adding and removing relations is recorded in the [activity feed](<#activity>). ### Participants The participants tile lists everyone involved in the ticket. Roles are derived automatically: | Role | Who | | --- | --- | | Assignee | The user the ticket is assigned to. | | Contributor | Everyone who has worked on the ticket — commented, edited, logged time, etc. | | Watcher | Users explicitly added to follow the ticket. | - **Add a watcher** with the add icon by entering their email address, or picking a colleague from the suggestions. - **Join as watcher** — use the link in the footer to add yourself with one click. - **Remove a watcher** with the remove-watcher icon on their row. Only participants with the *Watcher* role can be removed this way — the assignee, reporter, creator, and contributors cannot. - **Chat in Microsoft Teams** — use the Teams icon on a participant's row to open a chat with them, pre-filled with a reference to the ticket. ![Ticket participants]() *Figure: Ticket participants* > **Note:** Added and removed watchers are recorded in the [activity feed](<#activity>). ## Permissions > **Note:** What you can see and do on a ticket depends on your permissions. Sections (e.g. tasks, documents, participants) and actions (e.g. editing, deleting) are hidden if the required rights are not assigned to you.