Create and update tickets

Use this guide when you need to create work, assign it, move it through the workflow, or clean it up after completion.

Create a ticket

1. Open Tickets from the workspace navigation.
2. Check the project picker.
   • Use a specific project when the work needs that project's issue key, custom fields, workflow, board, or access rules.
   • Use All Projects only for organisation-wide or personal follow-up that does not need project configuration.
3. Select Create.
4. Enter a clear Title.
5. Add a Description with context, acceptance criteria, links, and constraints.
6. Choose the Type:
   • task for general work.
   • bug for a defect.
   • story for user-facing delivery.
   • subtask for a child item.
   • Use epics from Roadmap when the item represents a larger outcome.
7. Set Priority, Status, Due date, Assignee, Labels, and Parent if they apply.
8. Fill any project custom fields shown in the form.
9. Select Create.

After creation, TOW opens the ticket detail drawer and assigns a stable issue key when the ticket belongs to a project.

Create a ticket from a board column

1. Open Tickets.
2. Select the target project in the project picker.
3. Make sure Board view is active.
4. Pick the saved board from the board picker if the project has more than one board.
5. Select Create.
6. Set the initial Status to the status represented by the column where the work should appear.
7. Save the ticket.

If the ticket does not appear, check the board's TQL filter and column status mappings. The ticket may exist but be hidden by the current board.

Update a ticket

1. Open Tickets.
2. Find the ticket from the board, list, search box, or issue key.
3. Open the ticket detail drawer.
4. Update the fields that changed:
   • Status for the current workflow state.
   • Assignee for the next owner.
   • Priority for relative urgency.
   • Progress for delivery percentage.
   • Start date and Due date for planning boundaries.
   • Labels and custom fields for filtering and reporting.
   • Parent or Epic for hierarchy.
5. Save or wait for the app to persist the change, depending on the field.
6. Confirm the ticket activity shows the meaningful update.

Keep descriptions and acceptance criteria current when the meaning of the work changes. Do not only change status if the underlying scope changed.

Move a ticket on a board

1. Open Tickets.
2. Select the project and board.
3. Drag the ticket card into the destination column.
4. If the destination column maps multiple statuses, TOW uses the column's default status.
5. Confirm the card remains in the destination column.

Blocked moves

If the move is blocked, open the ticket and check the required fields for that transition. The destination may require a higher project role, a valid source status, or missing built-in or custom field values.

Move a ticket from the list

1. Open Tickets.
2. Switch to List view.
3. Search or filter until the ticket is visible.
4. Open the ticket.
5. Change Status, Assignee, Priority, or dates from the drawer.
6. Recheck the list filters if the ticket disappears after the change.

The list is best when you need to inspect many tickets, find hidden board work, or update fields that are hard to see on cards.

Move a ticket to another project

1. Open the ticket.
2. Change the Project field to the target project.
3. Review the new issue key after the ticket is saved.
4. Refill the target project's custom fields.
5. Confirm the status still makes sense in the target workflow.
6. Reconnect parent or epic relationships if the old parent was detached.
7. Open the target project board and confirm the ticket appears in the expected view.

Project custom fields

Custom fields belong to a project. Moving a ticket to another project clears the old project's custom field values because the target project may use a different schema.

Archive or delete a ticket

Archive when the work should leave active views but remain auditable.

1. Open the ticket.
2. Select the ticket actions menu.
3. Choose Archive.
4. Confirm the ticket is no longer in active board or list views.

Delete only when the record should be removed.

1. Open the ticket or use the ticket context menu.
2. Choose Delete.
3. Review parent, child, link, and comment implications.
4. Confirm deletion.

Prefer archive for completed, canceled, duplicate, or stale work. Use delete for accidental test records or sensitive records created in error.

Verify the ticket is ready

1. Search for the issue key.
2. Confirm the title, status, assignee, priority, due date, and parent are correct.
3. Check board visibility if the ticket should appear in a saved board.
4. Check required custom fields if the ticket will move through a restricted workflow.
5. Add a comment if another person needs the reason for the change.

Related concepts: Tickets, Project boards, Workflows, Custom fields.