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Ticket Details

The ticket detail view provides comprehensive information about an issue and tools for managing its resolution.

Accessing Ticket Details​

Click any issue card on the Kanban board, or navigate directly:

/issues/{ticket-id}

Page Layout​

The header contains the Issue Title (which is editable), a Status Badge indicating the current state, a Priority Indicator, and Quick Actions for editing or deleting the ticket.

Main Content​

The main content area uses a tabbed interface. Discussion houses comments and conversation, History displays the audit trail of changes, and Debrief contains resolution documentation for resolved particular issues.

The sidebar provides at-a-glance metadata, including the Assignee, Reporter, Priority, and Created Date. It also lists Linked Products, Attachments, and the Source Alert if applicable.

Editing Issues​

Quick Edit​

You can edit some fields inline by simply clicking on the field value, making your change, and then clicking away or pressing Enter to save.

Full Edit​

For comprehensive changes, click Edit in the header. This opens a modal where you can modify any field, including Title, Description, Priority, Status, Assignee, and Linked Products, before saving.

Discussion Tab​

Adding Comments​

To participate in the discussion, type your message in the comment box at the bottom. You can use Markdown for formatting (bold, lists, code blocks, links) and embed images. Click Post Comment or press ⌘+Enter to submit.

Managing Comments​

You can edit your own comments by clicking the edit icon, modifying the text, and saving. To delete a comment, click the delete icon and confirm. Note that deleted comments are logged in the history for audit purposes.

History Tab​

The history tab shows a chronological log of all changes. This includes Created events, Status Changes, Assignment updates, Priority Changes, Comment activity, Product Link modifications, and Attachment uploads or removals. Each entry details what changed, who made the change, when it happened, and the before/after values where applicable.

Managing Attachments​

Uploading and Viewing​

To upload files, use the Attachments section in the sidebar. Click Upload or drag-and-drop a file. You can then click a file to preview it (if supported) or use the download button to save it.

Embedding and Removing​

You can reference attachments in your description using markdown syntax ![screenshot](attachment://uuid) to render them inline. To remove a file, find it in the list, click the delete icon, and confirm.

Linked Products​

Views and Management​

The sidebar lists linked data products, allowing you to click and navigate directly to them. To manage links, use the edit modal's Products section to add or remove items from the multi-select list.

Impact​

Linking products has several effects: the issue appears in the product's Issues tab, product stakeholders are made aware, and the impact assessment is formally documented.

AI-Assisted Triage and Impact​

When enabled for your tenant, ticket details can use AI to speed up issue intake and investigation:

  • AI triage suggests priority, root-cause category, tags, and assignee rationale for steward review.
  • AI impact assessment summarizes likely downstream impact, affected products, business risk, and recommended next actions.

AI suggestions do not replace the issue workflow. Review the recommendation, adjust it if needed, and accept it only when it matches the evidence in the ticket. See AI-Assisted Capabilities for the complete AI feature inventory.

Resolution Workflow​

Marking as Resolved​

To resolve an issue, change its status to Resolved via the dropdown or by dragging it on the board. For tracked issues, a Debrief modal may appear, prompting you to document the resolution details.

Resolution Debrief​

For important issues, the debrief captures the Root Cause, the Resolution method, Lessons Learned, and steps for Prevention.

Debrief Tab​

Once resolved, the Debrief tab displays this captured analysis. It shows the root cause and resolution documentation, which can be edited later if more information becomes available.

Source Alert Integration​

For issues created from quality alerts, the sidebar displays a Source Alert section with the Alert ID and a link. Clicking this link navigates you to the Alerts Center, highlights the specific alert, and allows you to review execution details, maintaining bidirectional traceability.

Keyboard Shortcuts​

The interface supports keyboard shortcuts for efficiency. Use Escape to close the detail view and ⌘+Enter to post a comment.

Permissions​

Edit and Delete​

The Issue Reporter, Assigned User, Space Admins, and users with the Editor role can edit issues. Only the Issue Reporter and Space Admins can delete them.

Comments​

Any space Member can comment on issues. Viewers can read comments but cannot post their own.

Best Practices​

Writing and Documenting​

Write clear, specific titles (e.g., "Customer ID null in orders_daily" instead of "Data problem"). Document thoroughly by describing symptoms, impact, and reproduction steps, and attach relevant evidence.

Managing Lifecycle​

Update status promptly. Move issues to In Progress when you start work and Resolve them when complete to avoid stale backlogs. Use comments to keep stakeholders informed and record investigation steps.

Debriefs​

For significant issues, always complete a debrief to capture the root cause, document the fix, and share lessons learned to prevent recurrence.