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A Trouble Ticket is a JIRA Ticket http://jira.ucdavis.edu that facilitates a two-way communication between ITExpress Level 2 Support and the SmartSite Developer Group. It has FOUR distinct workflow statuses:
- Open
- Sakai Team
- IT Express
- Closed
By toggling the status back-and-forth between Sakai Team and IT Express, the users in each of those two camps can indicate that they want the other camp to take a look at an issue. So SmartSite Developers only view tickets that are marked as either OPEN or SAKAI TEAM. They comment on these tickets and then send them back to IT Express for follow up and communication with the end user.
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