This article explains the normal practice of working on a Zendesk ticket.
1. Open the Time-log application. If you do not have this currently installed click Here to find out how. Select Meter, followed by the Best Companies radio button to start the timer running.
2. Log in to Zendesk. Click on the drop-down list with your face and name on it in the top right hand corner. Select 'Open agent interface,' This should take you to your dashboard.
3. You now need to select your ticket. The view you will currently see is the home view. This shows you all the tickets you have open, along with all unassigned tickets ordered by priority (Within groups you are assigned to). You can look at different views by clicking the 'Views' button on the left hand tool-bar. Guidelines on which tickets to pick up next can be found Here.
4. Once you have selected a ticket, click it to open a list of all events related to the ticket. To assign it to you, click the 'Apply Macro' drop-down list at the bottom of the screen and select 'Take It!'
Note: Remember to update your ZenDesk ticket throughout the following stages so that the ticket requester knows what's going on and when they should expect this work to go live (although remember - we can't normally confirm the specifics, but providing a general update does help).
At this point you should create a Work In Progress. To do this, follow the guide Here
Then Visual Studio
5. Open visual studio and open the project that the ticket relates to (This is usually BC_Website). Click 'Team' on the top navigation bar and select 'Go to work item.' An 'ID:' box will then appear. Re-open the ticket on Zendesk and select the number in the box entitled 'External Work ID' copy this number and paste it into the ID box within visual studio.
6. You have now opened the Bug/User Story, this may contain some useful information to help you continue with your ticket. Firstly select your name in the 'Assigned To' drop-down list, then, select the 'ALL LINKS' button on the central navigation bar. Click new to create a new child task and give it a useful title related to what the work entails e.g. "Investigate issue with MC³ order for Humble PLC".
7. Within the task that has now opened, if this has not automatically assigned itself to you, enter your name as you did above. Save this task and a work item number will appear in the top left hand corner. Copy this into the 'Work Item' box on your time-log, you will use this id to log your time against.
8. You are now ready to begin work, as your work develops, continue to update your task in the right hand box of the 'HISTORY' Tab, so that the person who reviews your work can easily understand what you have done. When testing your work you can add a few screen captures or files using the 'ATTACHMENTS' tab.
9. When your work is complete, you have tested it, it is working correctly on your local machine and you have written up the work, you are ready to put the work up for review.
Visual Studio - Team Explorer
10. Open 'Team Explorer' in Visual studio, go to pending changes and compare the items in the 'Included Changes' section to those on the server (right click and select 'Compare with Workspace Version.') If all changes are the ones you have made you are okay to continue, if anything unusual is there you can undo the changes within this menu.
11. Go to 'My Work' under 'Team Explorer', enter the same id you entered into your time-log earlier to assign the work item to your pending changes, now select 'Request Review'. In the drop-down list select the list of people you want to review the work.
12. Click 'Submit Request', go to the suspend button in pending changes and select it, enter the work item id and a brief description you will be able to recognise later. Then click 'Suspend'.
13. You will receive an email both when someone has picked up your review and when they have finished the review. Once the review is finished, go to 'Team explorer - My Work' and select the item under the heading 'Code Reviews' at the bottom of the window - The bold one is usually the one that has been updated.
14. If the ticket says anything other than 'Finished (looks good)' then you need to read the comments and undertake any changes that have been suggested. To get the work back, first go to 'Source Control Explorer', right click on the top folder entitled 'net.jh-austin.co.uk\TeamProjectsCollection' and select 'Get Latest Version'. This will get any changes other people have recently made to help stop you having to manually merge your changes to coincide. Now you can go to 'My Work' - 'Suspended Work' click the item followed by 'Merge with In Progress' to re-open. Then go back to stage 8 and repeat as necessary.
15. Once your work is marked as 'Finished' Follow step 14 again but without steps 8-13 - This will retrieve the work you have done.
Check-in and Release
16. You are now ready to check in your work. Close this review and mark as complete. This can be done by double clicking the review in 'My Work' and selecting 'Close Review - Complete'. You should now be taken to the 'My Work' page. Click check-in, this should direct to to the 'Pending Changes' page. You will be notified that you must enter a comment to check this in. It is useful to add the task ID or External Work item ID along with a brief comment of what is contained with-in the work.
17. Click Check-in once more and the work should now be queued for release.
18. If this work related to BC_Website or was an update to the Schema (Default3) Then this will affect the live version on the next successful build and release. These take place overnight, but you will receive an email telling you whether the build and release have succeeded or failed.
If this work was for any other website you will need to raise a release request ticket in Zendesk.
To raise a ticket click the 'add' tab on your Zendesk ticket view. Type in your own name as the requester, make the subject 'Release Request' followed by the name of the project the work relates to e.g. 'BC_Survey.' Add a quick description and click 'Submit as New.' More information on raising tickets can be found HERE
Back to ZenDesk
You should have been providing updates throughout the ticket (and liaising on any additional requirements the ticket requester might have). So at this point, where the work has been released and you've checked that all is correct on live, it's now a great time to update the ticket and set it to Pending.
When you are notified that the user is happy with the work completed, you can set the ticket to 'Solved' and pick up another task.