Tracking Tickets in Projects

Overview

Project managers and team members can relate tickets to a project, issue, risk, or project task, so that work happening in a ticketing application stays visible from the related project item and the ticket stays connected back to the project work it supports. 

In this article:

What materials do I need?

  • Internet
  • Web Browser
  • TDWorkManagement Access
  • ESM Ticketing application access
  • ESM Project application access
Important
ESM administrators must enable allowing tickets from source application(s) to be added to project-related items. If this has not been enabled then it will not be possible to link a ticket to a project-related item.

How do I use this technology?

Create a relationship from a Ticket

  1. Open the ticket and go to the Projects tab.
  2. Click Actions, then choose one of:
    • Add Related Project
    • Add Related Task
    • Add Related Issue
    • Add Related Risk
  3. Choose the related Project, Task, Issue or Risk.
  4. If you're adding a Card Wall Task, Issue, or Risk, you can choose to Close this [item] when the ticket is completed. If you do, the task, issue or risk will be closed automatically the first time that the ticket is completed.
  5. Click Save. The item now appears in the ticket's Projects tab, and the ticket appears in that item's related tickets list.

Create a relationship from a Project

  1. Open the project and go to the Related Tickets tab.
  2.  Click Add Existing or Add New to add a ticket. 
    • Add Existing: Choose an existing ticket.
    • Add New: Choose a ticket form and create the ticket.
  3. Choose whether to add the relationship directly to the project or to an Issue, Risk or Task
  4. If you chose to add an Issue, Risk or Card Wall Task, choose whether it should close when the ticket is completed. 
  5. Click Save.

Create a relationship from a Issue, Risk, or Task

  1. Open the issue, risk, or task and go to the Tickets tab.
  2. Click Add Existing or Add New to add a ticket. 
    • Add Existing: Choose an existing ticket.
    • Add New: Choose a ticket form and create the ticket.
  3. Choose whether it should close when the ticket is completed (not available for waterfall tasks). 
  4. Click Save.

Close on Ticket Completion

When relating a ticket to an issue, risk, or card wall task, you can turn on Close on Ticket Completion for that relationship. When the ticket closes for the first time:

  • An issue closes using its completed status with the lowest order.
  • A risk closes using its completed status with the lowest order.
  • A card wall task is marked 100% complete.
Important
Closing or updating the project item doesn't change the related ticket.

Reviewing Related Tickets When Closing a Project

Related tickets are not closed automatically when you close a project. When you start to close a project that still has open related tickets, the Close Project page shows a Review associated tickets section with a View Related Tickets button, which opens the related tickets list filtered to open tickets so you can review, close, cancel, or unlink them as needed before closing the project.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.

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