Tracking Tickets in Projects

Project managers and team members can relate tickets to a project, issue, risk, or project task, so that work happening in a ticketing application stays visible from the related project item and the ticket stays connected back to the project work it supports. 

Permissions and Settings

The following permissions and settings apply to the relationships between tickets and projects: 

• Related Tickets section visibility on projects and requests: Project application administrators can configure whether the Related Tickets section will display using the project type's settings, and project managers can override this setting on individual projects if they have the Manage Project/Request Sections permission
• Allowed Ticketing Applications: The Allow tickets from this application to be added to project-related items ticket application setting controls whether any tickets from an application can be selected for project relationships. 
• Add and Remove relationships permissions: Project application security role permissions Allow project team members to add tickets to the project and its issues, risks and tasks and Allow project team members to remove tickets from the project and its issues, risks and tasks control whether project team members can add or remove related tickets.

Creating a Ticket to Project Item Relationship 

Users can create a relationship between a ticket and a project, issue, risk or task from the ticket detail page, the issue, risk, or task detail page, and from the project's Related Tickets page. 

Creating a relationship from a Ticket 

1. Open the ticket and go to the Projects tab.
2. Click Actions, then choose one of:
   • Add Related Project
   • Add Related Task
   • Add Related Issue
   • Add Related Risk
3. Choose the related Project, Task, Issue or Risk.
4. If you're adding a Card Wall Task, Issue, or Risk, you can choose to Close this [item] when the ticket is completed. If you do, the task, issue or risk will be closed automatically the first time that the ticket is completed.
5. Save. The item now appears in the ticket's Projects tab, and the ticket appears in that item's related tickets list.

Creating a relationship from a Project

1. Open the project and go to the Related Tickets tab.
2.  Click Add Existing or Add New to add a ticket. 
   1. Add Existing: Choose an existing ticket.
   2. Add New: Choose a ticket form and create the ticket.
3. Choose whether to add the relationship directly to the project or to an Issue, Risk or Task
4. If you chose to add an Issue, Risk or Card Wall Task, choose whether it should close when the ticket is completed. 
5. Save.

Creating a relationship from a Issue, Risk or Task

1. Open the issue, risk, or task and go to the Tickets tab.
2.  Click Add Existing or Add New to add a ticket. 
   1. Add Existing: Choose an existing ticket.
   2. Add New: Choose a ticket form and create the ticket.
3. Choose whether it should close when the ticket is completed (not available for waterfall tasks). 
4. Save.

Close on Ticket Completion

When relating a ticket to an issue, risk, or card wall task, you can turn on Close on Ticket Completion for that relationship. When the ticket closes for the first time:

• An issue closes using its completed status with the lowest order.
• A risk closes using its completed status with the lowest order.
• A card wall task is marked 100% complete.

Reviewing Related Tickets When Closing a Project

Related tickets are not closed automatically when you close a project. When you start to close a project that still has open related tickets, the Close Project page shows a Review associated tickets section with a View Related Tickets button, which opens the related tickets list filtered to open tickets so you can review, close, cancel, or unlink them as needed before closing the project.