Every ticket should accurately reflect the current status of a task providing up-to date information. For this reason, users need to be able to add a comment and change information in the ticket (information such as status, priority, assigned user, etc.).
Add Comment
Displayed on the right side of your screen is the ticket you have selected. To add a comment, select the Add comment button
located in the bottom left corner of the ticket screen. Then simply write your comment and select Save. The saved comment will immediately be displayed below in the comment section.
The saved comment can be edited by its author any time. Use the edit icon on the right side of the comment. Once you save the change, all followers will be notified about it.
You can add an attachment to the comment. The attachment is then displayed in the comment as well as in the Attachments section.
A comment (including an attachment that is part of the comment) can be marked as private or archived (using the icons next to the comment on the right):
I can mark only my own comment as private when I create or edit it. Only I can see the comment, no one gets any notifications about it. The private comment is marked with a lock icon. (A private comment cannot be sent to a customer if a helpdesk is set up in the project.)
If there are more versions of the documentation / assignment in the ticket, outdated comments can be archived and thus hidden in the ticket. It is possible to redisplay archived comments using the button Display All placed in the ticket at the bottom right.
TIP 1: Below the Comments you can tick if the comments will be sorted from the newest ones. Also, it is possible to set up how many comments will be shown on one page. Once this is set up, it will work for all tickets.
TIP 2: If you start writing a comment and leave the ticket without saving it, the comment will still appear once you return to the ticket and want to add a comment.
TIP 3: When you add a comment to a ticket, EDA automatically adds you to its Followers.
TIP 4: You can add an answer to an existing comment using the Add Comment icon in the comment on the right. A new comment is created with a link to the original comment.
TIP 5: You can easily divide tickets using comments. If the ticket contains data that would be better to have in a separate ticket, just click on the Create ticket button in the comment on the right and create a new ticket from this comment. (If the ticket is part of helpdesk, it is possible to make the new ticket public as well. Just tick “Make the copy public” in the new ticket.)
Ticket Updates
Every ticket can be updated / edited through the Edit task icon which is always on the top right of the ticket. This icon opens the ticket and you can edit all ticket fields similarly as when you create a new ticket. You can change the status, priority, assigned users etc. as described in Create a Ticket. (If you make more than one change, only one summary notification will be sent.)
Some changes can be made directly in the ticket header without using the Edit task icon. This allows you to quickly change the assigned user / group, add attachments, edit the description, or change all fields that look like a link using just one click.
TIP: If the Deadline is set, you can shift it quickly by a week, two weeks, etc. using the hourglass icon.
Logged Time
Users can add time records of how long they were working on tasks (in already created tickets). This can be done through the Logged time link in the ticket header or by using the Log time icon above the ticket on the right. After clicking on the Log time icon, simply enter the time spent on the task in hours and / or minutes, add a comment (if you want) and save it.
If you use the link in the header you will also see a list of all saved records – like the example below.
TIP: The logged time can be also entered when adding a comment to the ticket. (In this case, the comment of the logged time is automatically filled in and is connected with the comment of the ticket.)
Related Tasks
If two tickets are related, you can set a mutual relation between them. This can be done by clicking on Related tasksin the ticket header. Select the type of relation, enter the code of the related ticket and click on Send. The relation is saved immediately and looks e.g. like this:
The related ticket can be opened quickly thanks to the link. You can also remove the relation by clicking on the iconon the right.
Followers
To follow a ticket means to get notifications about changes that happen in the ticket. The creator of the ticket is always automatically included in the followers, as well as all those to whom the ticket is assigned (see the picture below). However, once a ticket has been created or is being created, it is possible to add other users (members of the project) to follow the ticket. You can add users / groups to Followers in the ticket header via the star icon.
As for Followers removal – a user can only remove himself or the group of which he is a member. Just hover over Followers names (see the picture below) and remove yourself by clicking on the cross.
The second way to remove (and similarly add) yourself quickly from Followers is to click on the star on the top right of the ticket. If the star is empty, you don’t follow the ticket. If the star is yellow, you follow the ticket. The change is made by simply clicking on the icon.
TIP: If a ticket is part of helpdesk, it is possible to add a customer as a follower. Just add a customer’s email using the icon(the email address must be in the whitelisted emails of the project).
At the top right of the ticket – apart from the pencil for editing task, the star for a quick followers change, and the time icon for adding spent time – you will also find an icon for adding a tag(see Tips for Users for the remaining icons).
Tags
Tags are use to mark tickets. Each user can create arbitrary tags and used them to sort or group (filter) tickets. The usage of tags is limited only by the user’s imagination.
Add a tag to a ticket simply by clicking on the tag iconwhich is at the top right of the ticket. Then just type the tag name, choose a color from the palette and save it. This tag is saved in the project and you can add it to other tickets – just by typing the first three letters of the tag name.
EXAMPLE: “Software” and “Customer XY” tags displayed in a ticket: