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TicketM TicketM - Ticket Management on TFS
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  • TicketM brings the ticket / incident management functionality to TFS
  • Link bugs, stories, tasks, code and builds to tickets within TFS
  • Automated escalation of tickets is as per your SLA matrix
  • Easy customization of workflow and fields of Ticket for each project
  • Readymade reports and dashboard are standard part of TicketM
Prerequisites and Installation
  • TicketM Service and Client can be installed on the same or diferent machines. It can be installed on Azure DevOps Server itself or on any other computer in the Active Directory Domain
  • It is supported on Windows 10 onwards client OD and Windows Server 2020 onwards Server OS from Microsoft
  • One TicketM installation supports all Azure DevOps Servers within the organization
  • For converting emails to tickets, the email server has to be accessible from TicketM Client
  • A desktop based client is used for configuring various services of TicketM
  • One client can be used to configure multiple TicketM Servers
  • TicketM Client software includes email to ticket functionality
  • A dashboard on the client shows status of tickets, escalations and closures
Convert Emails To Tickets
TicketM supports an interesting feature that converts emails to tickets. For each team project for which you enable TicketM support, you can configure an email address / inbox to monitor. You can publish that address for support of the software that you are making or maintaining. Your customers and users of the software can send email to that address to bring to your notice either some bug or may be an idea for new feature that they require.
Tickets Escalation
One of the key features of any ticket management service is to automate the escalation of unmoved tickets based upon SLAs that you may have with your customers. At every stage of ticket, it should move within a certain maximum amount of time to maintain the SLA. When you use TicketM, ticket gets automatically escalated if not acted upon within stipulated period. Once a ticket is created in Team Foundation Server some action needs to be taken by appropriate team member. Automated escalation of tickets is as per your SLA matrix

We can configure the escalation period for tickets depending upon combinations of following factors.
  • Team Project: Each team project can have escalation policy independant of other team project
  • Ticket State: Escalation for the ticket in different states may have different escalation period
  • Ticket Priority: SLA for each prioprity are different. Escalation period for each priority is also separetly configurable

Based upon such policy defined by the project manager, if the ticket remains in a particular state for the number of hours beyond the hours specified in escalation policy, automatic escalation for the ticket takes place. An email is sent to the escalation account saying that the ticket has not been moved for the stipulated period. The ticket is now assigned to the escalation account configured for that combination of team project, ticket state and priority. Once the email is sent the Escalated field in ticket is set to Yes so as not to send repetative emails.
Ticket Workflow Customization
Ticket is a custom workitem in TFS. When TicketM support is added to a team project it gets automatically imported in to that team project. This work item has some custom fields. Some of the fields like Escalated are also used while creating reports. It has default workflow with states Active, Proposed, Resolved and Closed. Ticket Workflow various default transitions are also created for the work item. You can observe from the workflow that Proposed is the first state. Ticket can transition to Active to Resolved to Closed. You can also have other transitions like Active to Closed or Active back to Proposed.
Ticket Workflow
Workflow Editor
TicketM provides functionality with which you can edit or add the states as well as transitions. T he client application provides a way to add, rename or delete a state. You need to be very carefule while deleting any state as it will automatically delete all the occurances of the state from transitions also. It will have similar effect when you rename any state. Renaming will rename all the occurances of the state in transitions as well.The application provides functionality to add and delete a transition. You need to be very careful while deleting the default transition as to add antoher one. Adding any transition needs you to enter begin state, end state along with the reason for the transition. Drop downs for Begin state and End state will provide you with all the existing states from which you can choose. You cannot choose the same states for begin and end and that is taken care by the editor. As the work item pre-requisite you have to provide some reason for transitions compulsorily. It can never be left blank. Once you are satisfied with all our changes you can Save those. They will be imported back on the server side in the actual project. Remember that this custom workflow is pertaining to one project at a time and cannot be made available to multiple projects at once. You will have to make the customization changes in various projects on our own.
Custom Fields in Tickets
  • You can add your own custom field definitions in the ticket work item
  • Created custom fields are scoped to the team project
  • Easy to use field editor included in the TicketM client
  • All major data types are supported
  • You can make the fields reportable so that custom reports can be created
  • Custom queries based upon custom fields for filter are possible

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