# Ticket Tracking

The ticket tracking feature allows users to create and assign tickets in external providers to execution results in Virtuoso.

For this feature to be enabled, you need to install at least one ticket tracking application. Currently, we provide the Jira Virtuoso App that allows you to create new Jira issues and assign existing ones.

You can check all the tickets for a project in the Project dashboard using the Tickets tab.

Tickets view in Project dashboard

You can narrow the results down by going to the goal/execution, journey, or step view, as Virtuoso also provides a tickets view on the right section of the page.

Tickets view in authoring's right section

When viewing tickets in the Goal view, you will be able to see all tickets created for that goal, i.e., for all executions of that specific goal's journeys. When viewing tickets in the Execution view, the tickets shown are for that particular execution only.

# Creating a ticket

On the Execution view, Tickets can be linked to individual test step execution results. As such, to create a ticket you need to navigate to an Execution view and select the test step for which you want to create the ticket. Then, navigate to the tickets tab on the right panel and you will be able to see the "Create ticket" button.

Create button in tickets view

To create a ticket you just need to fill out the form that is presented in Virtuoso.

Create ticket form

The ticket creation is an asynchronous process and it may take a while for changes to reflect in the external provider. At first, the ticket will show up as being created and, when ready, the interface will update to show all information about the ticket. The following image shows how the ticket is presented while being created.

Ticket being created

The next image shows the ticket after it is created. Note that there is a "link" icon next to its title/summary, it means that the ticket is active and ready to receive and send updates to its external provider.

Ticket after being created

# Assigning a ticket

Similarly to creating a ticket, you can assign existing external tickets (e.g., Jira issues) to Virtuoso execution results through the tickets tab in Execution view.

To assign an existing ticket, use the assign form to search for it and submit it. If this specific ticket has already been linked to any Virtuoso execution, then the assignment is instant. If not, the process will happen asynchronously as in the ticket creation.

Assign ticket form


Tickets can be created/assigned only from the tickets tab in Execution view.

You can check all journey and test step executions to which a ticket is linked by clicking on the expand button in its card. This will open up a list containing all the information about its links.

Ticket links

# Closed tickets

Tickets can be closed in one of three ways:

  • When the ticket achieves a final status in the external provider (e.g., when the issue is marked as "Done" in Jira);
  • When the ticket is manually unlinked in Virtuoso;
  • When the ticket is archived in Virtuoso.

Please note that if a ticket is unlinked or archived, it will stop receiving and sending updates to its external provider.

To see the closed tickets, click on the "Closed" status tab in the tickets list.

Closed tickets list

# Unlinking a ticket

Tickets can be unlinked through the context menu on a ticket's card, which can be accessed by clicking the three dots button. It will always present a confirmation dialog before unlinking.

Unlink ticket dialog

Unlinked tickets are shown in the closed tickets list, and will have a "broken link" icon next to the ticket's title.

Unlinked ticket

# Archiving a ticket

A ticket is considered archived when all of the journeys and test steps that it is linked to are deleted from Virtuoso.

Archived tickets are shown in the closed tickets list, and they will not have an icon anymore next to the ticket's title.

Archived ticket

A ticket can be unarchived in two different ways:

  • Assigning the ticket to a new test step;
  • Rolling back the goal to a previous version that includes the deleted journey and test step to which the ticket is linked.
Last Updated: 4/8/2024, 5:51:35 AM