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Tickets

Tickets are the operational record for work that needs ownership, status, dates, comments, blockers, or a visible audit trail. Use tickets for customer work, product delivery, operational follow-up, bugs, implementation tasks, and any decision follow-up that should be tracked to completion.

Each ticket has a stable issue key, such as APP-42, when it belongs to a project. Use the key in docs, chat, comments, and meeting notes so other people can find the same work later.

Ticket Views​

TOW supports two primary ticket views:

  • Board: best for operational review, handoffs, and status-based planning.
  • List: best for scanning many tickets, sorting by fields, and finding work with filters.

Use project scope to decide which tickets appear. All Projects shows work across accessible projects. A selected project shows only work inside that project and enables that project's workflow, custom fields, and saved boards.

If a view appears empty, check the project scope, active filters, and whether the board hides statuses that are not mapped to a column.

Create Tickets​

Create a ticket when the work is specific enough to assign, prioritize, or review. A good ticket title names the outcome, not only the activity.

Useful creation fields include:

  • Title: the work to complete or the problem to solve.
  • Description: context, acceptance criteria, links, and constraints.
  • Type: task, bug, story, epic, or subtask.
  • Project: where the work belongs.
  • Status: the current workflow state.
  • Assignee: the person responsible for the next move.
  • Priority: lower numbers are more urgent.
  • Start and due dates: planning boundaries.
  • Labels and custom fields: structured filters for repeated review.
  • Parent: the epic or parent ticket that contains this work.

Create tickets inside the correct project whenever the work depends on project access, custom fields, workflows, or boards. Tickets outside a project are useful for personal or organisation-wide follow-up, but they do not have project-specific configuration.

Edit Tickets​

Open a ticket to update its details, status, dates, assignee, progress, estimate, labels, parent, and custom fields. TOW records meaningful changes in the ticket activity feed so reviewers can understand how the work changed over time.

Keep these fields current:

  • Status: what state the work is in now.
  • Assignee: who owns the next action.
  • Priority: relative urgency.
  • Due date: the planning commitment, if there is one.
  • Progress: completion from 0 to 100.
  • Parent or epic: the larger outcome the ticket supports.
Moving Tickets Between Projects

Moving a ticket to another project clears that ticket's project custom fields. TOW also assigns the ticket a new issue key for the target project and may adjust the ticket status to match the target workflow. If a moved ticket had a parent outside the moved set, TOW detaches the parent relationship.

Work from the Board​

The board shows tickets grouped into columns. Columns usually represent workflow statuses, but a project board can map one column to multiple statuses.

Typical board actions include:

  • Create a ticket in a column.
  • Drag a ticket to another column.
  • Open a ticket detail panel.
  • Change assignment, priority, or dates.
  • Archive or delete a ticket from the context menu.
  • Switch between saved boards.

When you move a card, TOW updates the ticket status to the destination column's default status. If the project uses restricted workflow transitions, the move must follow the configured transition rules.

Hidden Statuses

If a workflow status is not mapped to any board column, tickets in that status are hidden from that board. They still exist and can appear in the list view, search, TQL results, and other boards.

Work from the List​

The list is useful when you need a dense view of work. Use it for triage, filtering, and bulk review. List columns show ticket metadata such as key, title, epic, assignee, status, priority, progress, and due date.

Use the list when:

  • You need to find a ticket by key, title, assignee, label, or status.
  • You are reviewing many due dates or priorities at once.
  • The board hides statuses that you still need to audit.
  • You want to inspect tickets that do not fit the current board definition.

For precise filters, use TQL. TQL powers advanced ticket views and saved board definitions.

Archive Tickets​

Archive a ticket when it should leave active work without losing its history. Archived tickets retain their issue key, comments, links, activity, and references.

Archive is appropriate when:

  • Work is complete and no longer needs active review.
  • A ticket is canceled but should remain auditable.
  • A duplicate is resolved and should remain part of the record.
  • A roadmap rejection or regeneration archives an epic while preserving child tickets.

Archived tickets can still be referenced, searched, and reviewed where archived records are included.

Delete Tickets​

Delete is permanent. Use it only for records that should not remain in the workspace, such as accidental test tickets or sensitive content created in error.

Archive vs Delete

Archiving preserves the ticket, comments, links, activity, and audit context. Deleting permanently removes the ticket and removes its comments, links, and activity. Prefer archive when there is any chance the team will need to understand what happened later.

When a ticket is deleted, TOW detaches affected child or related records so remaining work does not point to a missing ticket. Review parent and link relationships before deleting high-value work.