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Team Foundation (TF) Ticket Overview

  • Updated

Purpose


The purpose of this work instruction is to define the standard processes for managing, creating, updating, and escalating Work Items (tickets) within the Project Team Phoenix Azure DevOps. This document ensures consistent, efficient, and accurate handling of tickets, providing clear guidelines for troubleshooting, communication, and escalation, while maintaining a high level of client support

Records

  • Work Item tickets

Associated Documents

Procedure

A. General Prerequisites

  • VPN Access: Ensure you are connected to the Synergistix VPN if working remotely.
  • Azure DevOps URL: Azure DevOps Login
  • Login Credentials: Use your network username and password.

B. Creating a New Ticket

  1. Login to Azure DevOps:

    • Navigate to Azure DevOps.

    • Enter your network username and password.

  2. Navigate to Team Phoenix:

    • Click on "Team Phoenix" after logging in.

  3. Create New Work Item:

    • Click the plus (+) sign in the top left corner.

    • Select New Work Item > WorkItem.

  4. Complete the Ticket Details:

    • Refer to the field descriptions and requirements in the table below:

Field Description
Title* Format: <clientcode> - <client name> - <description of request>
State* Choose from: Open, Work in Progress, Closed, Completed.
Assigned To* Assign the ticket to the appropriate person or team.
Symptom Provide a detailed description of the issue. Avoid generic placeholders like "See attachments."
Steps to Reproduce If applicable, detail the steps needed to replicate the issue.
Discussion Use this field for notes or messages relevant to the ticket's progress.
Task* Select from: Investigation, Issue, New.
Task Type* Further refine the task by selecting from options like Investigation, Proof of Concept, Application Issue, etc.
Department* Assign to the appropriate department (e.g., Configuration, QC, DBA).
Project* Indicate the applicable project (e.g., CATS5, Ecosystem, PRISMA).
Customer* Select the client code. Use "_N/A" for non-client-specific tickets.
Priority* Define the ticket's urgency based on client impact.

 

C. Updating a Ticket

When reassigning a ticket, update the following fields:

  • Department*

  • Assigned To*

  • Status*

  • Effort

  • Priority

  • Discussion*

  • Links

  • Attachments

To receive email notifications for changes to Work Items you created:

  1. Click the Follow button on the Work Item.

D. Example of Typical Workflow

Phase From To Status
New ticket created NEW Configuration New
Config begins work Configuration Configuration In Progress
Config completes task Configuration DBA Completed
DBA starts work DBA DBA In Progress
DBA completes task DBA QC Completed
QC starts work QC QC In Progress
QC finds issue QC DBA Rejected
DBA corrects issue DBA DBA In Progress
DBA completes update DBA QC Completed
QC starts work QC QC In Progress
QC finishes testing QC Ticket Creator Completed
Creator approves change Creator QC Waiting for Release
QC releases ticket QC QC Delivered/Released
QC tests in production QC QC In Progress
QC sends to Creator QC Creator Completed
Creator closes ticket Creator -- Closed

 

E. Escalating Critical Issues

  1. When to Escalate:

    • Escalate to the appropriate DBA (CRM or SIQ) when an issue cannot be resolved after thorough troubleshooting.

    • Use Team Foundation (TF) for escalating tickets to DBAs.

  2. Creating the Ticket for Escalation:

    • Title: Include Client Code, client name, the issue, and the representative involved.

    • Symptom Field: Provide a very detailed description of the issue and include screenshots.

    • Steps to Reproduce Field: List the steps to replicate the issue clearly and concisely.

    • Status: Set the ticket to "New."

  3. Follow-Up Communication:

    • After saving the ticket, send an email to the corresponding DBA with the TF Ticket number.

    • CC the CATS Help Desk in all communications.

  4. Daily Monitoring:

    • Check TF Tickets daily for updates since notifications may not always come through.

 

F. Escalation Process and Documentation

  1. Thorough Troubleshooting Before Escalation:

    • Document all troubleshooting efforts and include detailed notes and screenshots.

    • Ensure the issue is replicated; if it cannot be, investigate if it's a client-specific issue.

  2. Verification:

    • Always verify the issue by remoting into the client’s computer to observe their actions.

    • Confirm the issue is not caused by the client’s actions before escalating.

 

G. Attachments

  • Any documentation related to the Work Item, such as emails, screenshots, logs, or design documents, should be uploaded.

 

 

 

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