Projects and request forms

Projects

A project is a ticket with tasks: each task is a child ticket with an optional phase ("Prepare", "Go live"), its own assignee and its own time. The project's page shows its tasks, how many are done, and the time logged on the project and its tasks against its budget in hours.

• Turn a ticket into a project from its ⋯ menu, or open one from a project template (Settings → Tickets → Templates, "Opens a project"), which can bring its tasks and phases with it.
• Projects in the sidebar lists open and finished projects with their progress and time against budget, and shows when a project is over budget.

Request forms

Request forms are what a customer's people fill in the portal to ask for something specific: a new starter, a software install, access to a shared folder. Owners and admins make them in Settings → Tickets → Request forms: questions (short or long text, a list to pick from, yes or no, a date), which are required, and the priority and issue type the ticket gets.

In the portal, New ticket asks what it's about: one of your forms, or something else. The answers become the ticket's description, and its subject is the form's name and the first short answer ("New starter: Ana Gomez").