Tickets and ideas

A ticket is one thing to do, written once and followed to the end. It has a short code (for example ACME-3) that identifies it forever: paste it into search and you reach it from any page. Every ticket lives inside a project. Ideas are proposals to vote on and discuss before they become tickets.

Open a ticket

1. Go to Tickets and press New ticket.
2. Pick the project, write the title and choose the type:
   • Bug: something does not work as it should;
   • Story: new or better value for the people using the product;
   • Task: technical work the people using the product do not see;
   • Epic: a large goal that gathers other tickets.
3. If you want, set priority, Affected platforms, Due date, Milestone and Weight.
4. Save.

A ticket can also come from an error, a slowdown or a log message promoted to a ticket: see Errors, Performance and Logs.

From the command line:

cyi tickets create --project acme-api --title "Checkout does not respond" --kind bug

Avoid duplicates

While you write, the form shows the Similar tickets among those you can see. Tick the ones to link to the new ticket.

If you tick nothing and the ticket is very close to an existing one, saving opens the Possible duplicate page, with the two tickets side by side. You can:

• Back to form and change the text;
• Create anyway, writing the Reason why it is not a duplicate;
• Create and link, to tie the new ticket to the existing one as a duplicate or as related.

The search for similar tickets works on the meaning of the text: it works when AI is configured.

Follow the work on the board

Tickets opens on the Board: one column for each status of your organization, in the order the work moves. To change the status, drag the card to another column, or change it from the ticket page.

• List shows the same tickets in a table, with filters for type, status, priority, project and person. Filters stay in the address: you can save the link or send it to a colleague.
• Take over tells everyone you are working on it, until a stated time; Release frees it earlier.
• Watch subscribes you to the ticket's notifications.
• Dependencies lists the tickets to close before this one. While one is open, the ticket cannot be started or closed.

A ticket has separate places to write: Discussion to talk and attach files, Technical analysis for how you plan to solve it, Work report for what was really done.

Gather large work in an epic

1. Open a ticket of type Epic: it is the container.
2. In the tickets for the real work, pick that epic in the Epic field. It must be in the same project.
3. The epic page shows the tickets it holds and how many are closed.

An epic cannot sit inside another epic. While it holds tickets you cannot change its type. If you delete it, its tickets stay: they only lose the link.

Plan with milestones

A milestone is a release goal of the project, for example v2.0.

1. Open the project and the Milestones tab.
2. Press New milestone: write Label and Code, and a Due date if you want one.
3. In the tickets, pick the milestone in the Milestone field.

The milestone page shows its Completion: points of the closed tickets divided by total points. A ticket's Weight is its points; a ticket without weight counts as 1. A milestone that is no longer Active stays on its tickets, but cannot be picked for new ones. Creating or changing milestones needs the "Edit projects" permission.

cyi milestones create --project acme-api --code v2_0 --label "v2.0" --due-on 2026-12-31

Ask a question on a ticket

Questions have their own tab, Questions, separate from the Discussion: each answer stays next to the question it answers.

1. Open the ticket and go to Questions.
2. Write a short question, in words.
3. Tick Visible to the client too if it concerns the person who opened the ticket. Without the tick only the team sees it.
4. Tick Work cannot continue without an answer if that is really the case.
5. Press Ask.

A blocking question puts the ticket on hold: a line at the top says so, and no automated agent takes the ticket. When the answer arrives, the ticket moves again by itself. If the question is no longer needed, press Withdraw. To answer, write under the question and press Answer. People watching the ticket are notified of the question and of the answer.

Propose and vote on an idea

1. Go to Ideas and press New idea.
2. Pick the project and describe Problem and Solution.
3. If there are Similar ideas already proposed, they appear while you write: if it is the same thing, open that one and vote for it instead of proposing a new one.

On the idea page you can vote with Upvote, comment in the Discussion and add Use cases: concrete situations where it is needed. A vote only says how many people want the idea. It does not change the order of the board and does not start anything by itself.

Two ideas can be tied together: Related ideas for ideas to weigh together, Propose evolution for an idea that takes this one further.

Turn an idea into a ticket

1. Open the idea and press Convert to ticket.
2. Check the draft: title and description come from the idea, and when AI is configured it summarizes them with the discussion. You can change everything.
3. Confirm: the idea becomes Converted and points to its ticket.

The author of the idea can convert it, or anyone with the "Convert others' ideas to tickets" permission. An idea that is no longer needed can be set aside with Archive: votes and discussion stop. With Reopen you pick it up again at any time.