PTS Live User Guide

The information given below gives advice and recommendations on how to best use Version 1 of the PTS, and so work around some of the systems known shortcomings. These shortcoings will be addressed during the next phase of PTS development (time to be confirmed) but in the meantime feature requests can be added to PtsFeaturesRequest. This 'live' guide shoudld be read in conjuctin with the PERT Ticket Procedures, once they become available.

Creating a New Ticket (CM)

• Keep the amount of information in the main ticket brief - otherwise you will have to scroll down a long way in order to see the Actions associated with the ticket. Note, more info can always be kept in an Action.
• On creation (or acknowledgement) of a ticket, the CM should straight away add an action called 'Summary'. This should be a concise description of the case progress to date. This summary should of course be kept updated. *Note* In Ticket view, only the first line of an Action is displayed, so the first line of an Action should simply be a subject heading.
• The second action, to be created straight after the first, should be called 'Points of Contact' and should list all relevant parties, especially te Primary Customer, the End-Cusomter and any other End-users (and 'middle' users) who are involved in the case. It is important this is also kept up to date.

-- TobyRodwell - 03 Jun 2005