ProWorkflow is a Project, Task and Time management solution, but the tool’s flexibility and high-level of customization allows it to be so much more. ProWorkflow can assist software companies and IT departments track ongoing development and bugs.
This use case is offered as setup guide, combining industry best practices, to manage tickets using ProWorkflow. Let’s get started:
1. Go to Settings > Account Setup > Project Variable > Change the Project Variable from “Project” to “Ticket” or “Bug”. This will replace the wording in the majority of the areas in the system with your new naming convention.
2. Go to Settings > Category Editor > Project Categories > Set up multiple Project Categories with your different ticket stages; e.g. Open, Waiting for Approval, In Progress, Fixed – Requires Testing, Ready for Production, and Released/Closed.
3. Go to the Project’s Page and change your Grouping option to ‘Category’ – now your Tickets will be grouped within their specific Statuses. Tickets can be moved between Categories simply by using the drag and drop functionality.
4. Go to Settings > Task Templates > Set up a Task Template with the Ticket Workflow as Tasks – Use Header Tasks to set up Stages.
5. Go to Contacts > Add Contact > Create a Client called ‘Internal’ or ‘Development’ (if using purely for internal purposes).
6. Go to Settings > Email Alert Settings > Select the alerts you wish to be notified about.
Now that your account is configured, let’s use the following example scenario:
1. The Reporter has discovered a bug on the company website which doesn’t allow visitors to subscribe to the company newsletter.
2. The Reporter would create the Ticket himself, which he would then delegate and assign the right users required to resolve the ticket.
3. The Reporter logs into ProWorkflow and creates a new Ticket.
a. The Ticket Category should be set to ‘Open’ by default, as this is the first step in the workflow.
b. Depending on the importance of the issue, the Priority of the Ticket can be changed.
c. The Date Started should have the current date automatically assigned – this way, the team knows when the ticket was created.
4. The Reporter will use the Description field to add all the details about the specific bug they are logging – the editor tools can be used to separate notes (bullet points, numbering, tables, etc.).
5. The Reporter can then assign the right Staff Users (developers and team members) to the Ticket.
6. The last screen allows the Reporter to select the right Task Template for the job – these Templates will have the correct steps required to resolve the issue.
7. To complete the process and create the Ticket, the Reporter simply hits ‘Done’– Email Alerts will be sent out to the team members assigned to the Ticket.
8. The Reporter can add screenshots into the Files module relative to the ticket.
9. The Projects Page will now display all the Tickets in their current stages.
Extra things to consider:
- Set up multiple Task Templates for various workflows or scenarios, i.e. new development, bugs, issues and tweaks.
- Set up multiple Clients specific to the type of ticket, i.e. New Development, Bug and Issue, and include NEWDEV, BUG and ISS in the Company Code Field. These codes can be used as a variable in the automatic Project Numbering.
- Using our Advanced plan? Get in touch with us to discuss how Project Status and Custom Fields could add a lot more data and value to your tool.
- Also, users can instead submit an Internal Request to the IT department if using the Advanced plan.