Raising and following tickets

Tickets are the individual pieces of work Structurell does for you, such as a bug to fix or a feature to build. Every ticket belongs to a task on one of your projects, and time logged against it counts towards that task. You'll find all your tickets on a board under Strengthen → Tickets.

Before you start

You need permission to view projects to see the board. Adding, editing and moving tickets each need their own permission, so you may see some of the controls below and not others. If a control you need is missing, ask a subscription administrator. See Users, teams, groups and permissions.

Opening the board

There are three ways in, and they all show the same board:

• Strengthen → Tickets shows every ticket in your subscription, headed All projects.
• On a project's page, select Tickets at the top to see only that project's tickets.
• On a project's page, select a task's name in the Task capacity list to see only that task's tickets.

On a project or task board, Left now and Left after estimates appear above the board. See Checking time left.

Reading the board

The board has one column (lane) for each status, with the number of tickets in it:

• Open: raised, not started yet.
• In Progress: being worked on.
• Ready for Release: built and waiting to go live.
• Review: live, and being checked.
• Hold: paused. Held work still counts as work to do.
• Closed: finished. The newest closed tickets are shown first.

Each lane shows up to 25 tickets. If there are more, the footer shows how many you are seeing, for example 25 of 40, with a Load more button. On a narrow screen, scroll sideways to see every lane.

Each card shows:

• the ticket's priority (Urgent, High, Normal, Low or None), in a colour that also runs down the card's left edge
• labels for the parts of your service the ticket concerns
• the title, and on a wider board the project and task it belongs to
• Parent and a ticket number, if it is part of a larger ticket
• Blocked by and one or more ticket numbers, if it is waiting for other tickets to be closed first
• its number (for example #123), its estimate if it has one, the hours logged against it, and its risk tier if set
• the initials of the person it is assigned to, or an Unassigned icon

Select a ticket number in Parent or Blocked by to open that ticket.

Finding a ticket

Use the controls above the board:

1. On Strengthen → Tickets, choose a Project and a Task to narrow the board. All projects and All tasks show everything.
2. Type in the search box to search as you type. Use Search in to choose which field to search. A number also matches ticket numbers.
3. To go straight to a ticket, type its number with a hash, for example #123, and press Enter. The ticket opens even if the board's filters are hiding it. If they are, you'll be told, with a Clear filters option.
4. For more precise searches, select Filters, then + Add Filter, choose a field, a condition and a value, and select Apply Filters. Reset removes them.

The board remembers your choices while you move around the Portal.

Raising a ticket

1. Open the board for the project or task the work belongs to, and select New. On a task's board, that task is already chosen for you.
2. In the New ticket window, choose the type of ticket from Attribute Set: Core for general work, Bug, Feature or Audit Finding.
3. Enter a Title and choose the Task the work belongs to.
4. If it is part of a bigger piece of work, choose that ticket as its Parent. Otherwise leave No parent.
5. Fill in what you can. Description is the most useful. A bug also asks for Severity, Reproduction Steps and Affected Environment, and a feature for Acceptance Criteria. Other details, such as Priority and Due Date, can be left for Structurell to fill in.
6. Select Save and Continue.

New tickets start in Open, at the bottom of your order of work. The Estimate field is filled in by Structurell. See Ticket estimates and ordering work.

Viewing and editing a ticket

1. Select a ticket's title to open it in the Edit ticket window. To open it on its own page in a new tab instead, hold Ctrl (Cmd on a Mac) as you select it.
2. Change the details you need, then select Save and Continue.

If you move a ticket to a different Task and time has already been logged against it, you'll be asked Move this ticket to another task? The logged hours stay on the original task for billing and are no longer linked to the ticket. Select Move ticket to go ahead, or Keep current task.

You can't change a ticket's status in this window. Status changes happen on the board.

Moving a ticket to another status

If you have permission to edit tickets, drag a card to another lane. While you drag, only the lanes the ticket can move to will accept it. For example, a closed ticket can only go back to Open. If a move isn't allowed, the card goes back and a message explains why.

Commenting on a ticket

Comments are how you and Structurell talk about a ticket. Everyone who can see the ticket can read every comment.

1. Open the ticket and select the Comments tab. It shows how many comments there are.
2. Write your comment. Type @ to mention someone by name.
3. Select Add Comment.

To change or remove one of your own comments, use its Edit or Delete comment button.

Notes

• Tickets and comments hold text only. You can't attach files, so include a link instead.
• There are no separate alerts for ticket changes or comments. Check the board or the ticket's Comments tab for updates.
• If you have permission to delete tickets, a Delete button appears on the open ticket.

Troubleshooting

The board could not be loaded

Select Refresh, or try again in a few minutes.

I can't find a ticket I raised

Clear the search, filters, Project and Task, or type its number with a hash, for example #123, and press Enter.