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   ► KBRole-Based T...PSDP & ProcessPSDP General   Print This     
  From the November 2015 Issue of Prestwood eMag
 
Proj Man PSDP General:
My Tickets Overview
 
Posted 14 years ago on 7/10/2006 and updated 11/7/2008
Take Away: An introduction to the Prestwood ticket system.

KB100394

Prestwood Software's Online Ticketing System

One of the sections of Prestwood Software's website which has been revamped is our online ticketing system -- My Tickets.  The goal of the redesign was to allow clients to easily submit new tasks and view the status of existing tasks and projects as well as giving potential clients the ability to bounce new task or project ideas off of us.

This article aims to give you an overview to the system itself.

If you don't already have one, the first thing you'll want to do is get yourself a Prestwood account.  It's easy to do and will not only allow you to submit a ticket through our ticket system but will enable you to view our extensive knowledge base, download demos of our commercial software, post questions to our message boards, and utilize our eStore.

View Existing Tickets
Select PSDP Online | My Tickets to view your submitted requests (your tickets). This will will bring you to a page where you can view all of your open tickets, closed tickets, and if you have a Development Project with us, tasks and defects that have been assigned to you. If you do not have any tickets and are requesting an estimate on a project or task you can click on one of submit (task, project, other) links to begin the process.  You will be sent to a web form to gather a little information about the request. 

Submit a Ticket
There are several ways to submit a ticket to use. If you wish to discuss a project or task with us, select PSDP Online | Request Free Estimate from the main menu.

Online Collaboration
With our ticket system, we can manage tasks and projectes together. Here is a little bit of information about each field on the form.

  • Task Label:  This is just the name of the task or project, i.e. "VB 6.0 to .NET Conversion" or "Adding new features to our POS system." 
  • Short Description: field which allows you to describe in a little more detail the task(s) you need completed.
  • Ticket/Task Notes:  A text area that allows us or you to save some notes about the ticket.
  • Priority: High/Medium/Low, a quick estimate of how urgent the task is.
  • Start/Due Date:  If you know when this task needs to start or end by enter these dates here, approximations are okay, you can also leave them blank if you aren't sure.

Once the ticket is created and we have established a working relationship with you, the ticketing system becomes even more useful.  You will see a Online Collaboration section on the ticket which allows you to view the status of the ticket (are we working on it, are we waiting for something from you, is the ticket closed and competed) who here at Prestwood Software has been assigned the ticket.  If for whatever reason the urgency of the task or ticket changes you can change its workflow queue appropriately using the dropdown provided.  The feature many users of this system appreciate is the ability to authorize billable hours directly on the ticket.  If this ticket applies to a PSDP Project (PSDP means Prestwood Software Development Process, PSDP Online will be explained in an upcoming article), you will be able to see which application and project this ticket or task applies to and have links different attributes of each respectively.

On the ticket you will also be able to view the team (developers, project managers, etc.) associated with the ticket as well as any invoices sent in regards to this ticket.

The key to successful outsourced projects and programming tasks is effective communication between the parties involved and with Prestwood Software and My Tickets (and PSDP online which will be again explained in upcoming articles in more detail), effective communication is achievable from beginning to end.

By Adam Lum
An introduction to the Prestwood ticket system. One of the sections of Prestwood Software's website which has been revamped is our online ticketing system -- My Tickets.  The goal of the redesign was to allow clients to easily submit new tasks and view the status of existing tasks and projects as well as giving potential clients the ability to bounce new task or project ideas off of us.


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Article Contributed By Adam Lum:

Adam Lum is a part time developer for Prestwood Software and participates in this online community when time allows. His day-to-day work is C# coding but his current intrests (right now) are Ruby on Rails and iOS programming with Objective-C.  He has also coded several projects in Java, C++, ASP Classic, and PHP.  His personal website can be found at adamlum.com.

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