Using CA Continuous Application Insight › Creating and Managing Tickets › Managing Tickets › How to Manage a Ticket

How to Manage a Ticket

This scenario takes you through the steps of managing a ticket in CAI.

1. Search Tickets
2. Identify Transaction Defects
3. Obtain the Direct URL of a Ticket
4. View the Transactions for a Ticket
5. Edit Ticket Information

Search Tickets

You search for tickets to display the defects that are found during testing from the Manage Tickets window. The Manage Tickets window contains search criteria for finding tickets in the CAI database.

You can find tickets using the following search criteria:

• Reporter - the user who created the ticket
• Status - new, identified, and closed
• Duration of time - by minutes, hours, days, and all time
• Advanced - start and end date, and start and end time
• Search by entering text

The initial status of a ticket is New. When editing the ticket information, you can change the status to Identified or Closed. Tickets that are updated display in the New Ticket Alerts portlet in the Home page.

Identify Transaction Defects

You can mark frames in the transactions for a ticket to identify the origin of a defect.

Only tickets with a status of New can be identified.

When you identify a ticket, a red icon is placed on the frame and the background of the path graph turns red. The ticket is removed from the New Ticket Alert portlet of the Home page.

The following graphic shows an identified frame in a path graph.

Follow these steps:

1. Select Application Insight, Manage Tickets in the left navigation menu.

   The Manage Tickets window displays.

2. Click Graphical View from the Actions column.

   The Transactions dialog opens with a visual representation of the transaction paths for the ticket.

3. To mark a frame, right-click the frame and select Identify Problem (Update Ticket Status)

   The status changes from New to Identified in the Actions column.

4. To unmark a frame, right-click the frame and select Unidentify Problem.

   The status changes from Identified to New in the Actions column.

5. (Optional) Go to the Home page and click the Refresh button to update the New Ticket Alerts portlet.

Obtain the Direct URL of a Ticket

CAI lets you obtain a URL that points directly to an existing case.

Follow these steps:

1. Select Application Insight, Manage Tickets in the left navigation menu.

   The Manage Tickets window displays.

2. Click for the ticket.

   The case URL displays.

3. Copy the URL that appears in the field.
4. You can now go directly to the ticket by:
   • typing the URL in a web browser or highlighting the URL and right-clicking the URL
   • highlighting the link, right-clicking, and selecting Go to http://<URL>

View the Transactions for a Ticket

The path graph lets you view the corresponding transactions for each ticket. The paths can be displayed with the payload data to determine the cause of the defect.

Follow these steps:

1. Select Application Insight, Manage Tickets in the left navigation menu.

   The Manage Tickets window displays.

2. Click in the Actions column.

   The path graph for the transaction displays.

3. Review the transaction.
4. (Optional) Right-click a frame and select from the following options:
   • Identify Problem (Update Ticket Status)
   • Generate All Artifacts
   • Generate Document
   • Unidentify Problem

Edit Ticket Information

You can change the information for an existing ticket from the Ticket Editor.

The following graphic displays the Ticket Editor dialog.

Follow these steps:

1. Click Application Insight, Manage Tickets from the left navigation menu.

   The Manage Tickets pane displays a list of tickets.

2. Click Edit Ticket in the Actions column for the ticket you want to edit.

   The Ticket Editor dialog opens.

3. Edit the appropriate fields and click Save.

   The top of the Manage Tickets window displays a message that the ticket was successfully updated.

   Note: If you change the Status from New to Identified or Closed, the ticket is removed from the New Tickets Alert portlet in the Home page.

View Screen Shot

CAI lets you view the screen shot of the application that was taken at the time of capture.

Follow these steps:

1. Select Application Insight, Manage Tickets in the left navigation menu.

   The Manage Tickets window displays.

2. Click View Screen shot from the Actions column.

   The screen shot displays.

3. Click X to close the screen shot.