THIS PROJECT IS CLOSED AND THE PRODUCT HAS BEEN MOVED TO VISUAL STUDIO MARKETPLACE.

PLEASE CHECK 

https://marketplace.visualstudio.com/items?itemName=vs-publisher-14751.TicketM2015 FOR TICKETM VERSION FOR TFS 2015

AND 

https://marketplace.visualstudio.com/items?itemName=vs-publisher-14751.TicketM2013 FOR TFS 2013

General Information about TicketM

TicketM is a ticket management software based upon the Work Item Tracking Service of the Microsoft Team Foundation Server. It uses a custom work item type Ticket to register and track support tickets.

TicketM needs Team Foundation Server 2012 installation with integration of reporting service and SharePoint team portals. When you install TicketM on top of TFS 2012, it will install a web application to configure TicketM, a set of windows services for processing the ticket escalation and an Event Handler to send the emails when the ticket is created, reassigned or escalated. It will also create a Team Project named HelpDesk to temporarily store the tickets that get created from emails, until they are copied into other appropriate team projects.

TicketM works with a custom work item type Ticket which can be assigned to any team member of the team project. It is possible to set constraint on the assignees based upon the area to which the ticket may belong. It is also possible to set escalation account based upon the area. Ticket work item also has a field for Product against which the ticket is raised. 

Installer for TicketM is downloadable as binary file. After download it should be executed by the TFS Administrator on the TFS Application Tier machine. It will need some initial configuration to know the names of TFS, TPC, Admin Account Details as well as the details of the MS Exchange server where the account for receiving the helpdesk emails is present.

You may have multiple team projects on your TFS in a team project collection. You can enable support for ticketing in some or all of those team projects. The Ticket work item type will be added to that team project once you enable support for that team project.  

 Installation of TicketM  Start Using TicketM  How to create a ticket  
 Manual Installation    Ticket Assignment and Constraints on Assignments
 Configuring TicketM    How does the escalation work in TicketM
     
     

Last edited Dec 27, 2016 at 3:33 AM by subodhsohoni, version 13