Some tickets that are submitted to Support require Engineering team assistance. When that is the case, the Support team will notify the Engineering team that their assistance is needed and your ticket will be assigned the following status: Product Backlog
To ensure you stay updated on ticket status, the following four fields can be found in Support tickets:
- Engineering Priority (determined by a combination of severity and impact of the issue)
- Engineering Status (where in the Product Engineering Lifecycle the ticket currently is - see below for more information)
- Fix Version (the release or sprint the ticket has been assigned to)
- Target Release Date (the corresponding release or sprint date when the fix is anticipated)
While you will not receive an automated update notification, you may review your tickets in the Support Help Center to see updates at any time.
Please note: These fields will appear in all tickets but only tickets requiring Engineering team assistance will have updates in the fields. The fields will remain blank for all other tickets.
Understanding Ticket Priority
When a ticket is received by Engineering, the priority of that ticket is evaluated based on the following two factors (see below for a visual guide):
- Severity (the degree to which the issue is affecting productivity)
- Impact (how many users are affected by the issue?)
Engineering Status Field
The Engineering Status field will flow through the following status updates during the lifecycle of the ticket:
- Product backlog (in review by Product Manager)
- In Engineering (planned for work by Engineers)
- In UAT (released to UAT environment)
- Released to Production (released to the Production environment)
In the rare event a ticket requires even further assistance, the status will be updated to: Canceled
Additional Information
For answers to commonly asked questions, please review our Engineering Ticket FAQ page on this topic.
If you have additional questions, please contact Cayuse Support by opening a ticket via the Help Center.