Mailing List Archive: Trac: Users

Multiple issues in one ticket - best practice?

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r.sokoll at intershop

Oct 10, 2008, 6:06 AM

Post #1 of 4 (147 views)
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Multiple issues in one ticket - best practice?

Hi,

we use one trac installation for our internal helpdesk. Occasionally it
happens that a user puts multiple independant problems into one ticket.
I wonder how others deal with that kind of problem.
Do you ask the submitter to open new tickets, one for each issue? I
think this would be a bad solution, but what could be a good one?

Rainer

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rupert.thurner at gmail

Oct 10, 2008, 8:34 AM

Post #2 of 4 (136 views)
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Re: Multiple issues in one ticket - best practice? [In reply to]

we change the text, put the original description in the comment, and
open new tickets for the parts not fitting in. the submitter is set as
submitter in the new tickets as well.

rupert.

On Oct 10, 3:06 pm, Rainer Sokoll <r.sok...@intershop.de> wrote:
> Hi,
>
> we use one trac installation for our internal helpdesk. Occasionally it
> happens that a user puts multiple independant problems into one ticket.
> I wonder how others deal with that kind of problem.
> Do you ask the submitter to open new tickets, one for each issue? I
> think this would be a bad solution, but what could be a good one?
>
> Rainer
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stephen.moretti at gmail

Oct 10, 2008, 9:16 AM

Post #3 of 4 (137 views)
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Re: Multiple issues in one ticket - best practice? [In reply to]

2008/10/10 Rainer Sokoll <r.sokoll[at]intershop.de>

>
> we use one trac installation for our internal helpdesk. Occasionally it
> happens that a user puts multiple independant problems into one ticket.
> I wonder how others deal with that kind of problem.
> Do you ask the submitter to open new tickets, one for each issue? I
> think this would be a bad solution, but what could be a good one?
>

Often the reporters don't understand that they are two separate issues, so I
usually I split the ticket myself and close the original as duplicate or
invalid (depending on how grumpy I am that day) with references to the two
new tickets.

As ticket admin I also set the reporter as the original reporter rather than
me being the reporter, but you can always set the cc as the original
reporter if you aren't ticket admin.

I guess its a bit of ticket triage that includes assigning tickets to the
appropriate person as well.

Anyway, that's just me...

Stephen

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jtgalyon at gmail

Oct 14, 2008, 7:16 AM

Post #4 of 4 (115 views)
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Re: Multiple issues in one ticket - best practice? [In reply to]

Stephen Moretti wrote:
>
>
> 2008/10/10 Rainer Sokoll <r.sokoll[at]intershop.de
> <mailto:r.sokoll[at]intershop.de>>
>
>
> we use one trac installation for our internal helpdesk.
> Occasionally it
> happens that a user puts multiple independant problems into one
> ticket.
> I wonder how others deal with that kind of problem.
> Do you ask the submitter to open new tickets, one for each issue? I
> think this would be a bad solution, but what could be a good one?
>
>
> Often the reporters don't understand that they are
> two separate issues, so I usually I split the ticket myself and close
> the original as duplicate or invalid (depending on how grumpy I am
> that day) with references to the two new tickets.
>
> As ticket admin I also set the reporter as the original reporter
> rather than me being the reporter, but you can always set the cc as
> the original reporter if you aren't ticket admin.
>
> I guess its a bit of ticket triage that includes assigning tickets to
> the appropriate person as well.
>
> Anyway, that's just me...
>
> Stephen
>
> >
In the past, what we have done is make the original ticket a master
ticket. Then have children that it depends on as the individual parts.
This also is a great way to handle single items that through
investigation is found to have multiple solutions needed. Furthermore,
this addresses those issues where a silver bullet is found that
addresses multiple tickets that are initially unrelated to the original
ticket. Having dependencies really helps manage this confusion.

Jason

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