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SpiraTest User Manual Help Viewer

6.3. Ticket Details

If you click on the hyperlink for a specific ticket in either the main ticket list page, one of the user dashboards, or the navigation sidebar, you will be taken to the details page for the specific ticket:

This page is made up of three areas; the left pane is the navigation window where you can quickly jump to other tickets, the upper part of the right pane contains the ticket name and other important meta-data, and the bottom part of the right pane displays panels that contain information associated with the ticket:

  • Description – this panel contains the description of the original ticket plus a list of all the notes added by support personnel and the original submitter.
  • Add Note – This panel lets you add a new comment/note to the ticket.
  • Ticket Fields – This panel displays the various ticket attributes that can be set
  • Attachments – This panel lets you view the existing documents and screenshots attached to the ticket as well as add additional items
  • Incidents – If you have the integration with SpiraTeam® enabled, this panel will display a list of product incidents (defects, bugs, change requests, etc.) related to the current ticket.
  • History – This panel shows you the change history for the ticket.

Each of these panels is described in more detail below.

The navigation pane consists of a link that will take you back to the ticket list, as well as a list of the peer tickets to the one selected. This latter list is useful as a navigation shortcut; you can quickly view the peer tickets by clicking on the navigation links without having to first return to the ticket list page. The navigation list can be switched between four different modes:

  • The list of tickets matching the current filter
  • The list of all tickets, irrespective of the current filter
  • The list of tickets assigned to the current user
  • The list of tickets opened by the current user

When editing an existing ticket, the fields that are available and the fields that are required will depend on your stage in the ticket workflow. For example an open ticket might not require an “Assignee” whereas an assigned ticket typically would. The types of change allowed and the email notifications that are sent will depend on how the system administrator has configured the workflow. Administrators should refer to the KronoDesk Administration Guide for details on configuring the ticket workflows to meet their needs.

Depending on the user’s role and whether they are listed as the opener or assignee of the ticket, displayed in the top-right hand side of the page, is a dropdown list with the allowed workflow operations:

These workflow transitions allow the user to move the ticket from one status to another. For example in the default workflow, when the ticket is in the Assigned status, you will be given the options to:

  • Unassign Ticket – changes status to “Open”
  • Propose Solution – changes the status to “Waiting on Customer”
  • Request More Information - changes the status to “Waiting on Customer”
  • Send to Development - changes the status to “Waiting on Development”
  • Mark as Duplicate - changes the status to “Duplicate”
  • Not Reproducible - changes the status to “Non-Issue”

After changing the status of the ticket by clicking on the workflow link, you can then fill in the additional fields that are now enabled and/or required. Once you’ve made the changes to the appropriate ticket fields, you can either click one of the save icons to commit the changes or “Refresh” to discard the changes and reload the ticket from the database.

Some transitions may require a digital signature. In the workflow dropdown, those transitions will be marked with a lock symbol. Upon saving, you will be given a prompt:

You must re-enter in your username, password, and an additional reason/meaning for the transition before the application will allow you to save your changed.