Managing projects

Creating and archiving projects, and each project's types, workflows, members, components, versions, labels, security levels and helpdesk settings.

Installation administrators create projects and manage every one of them under Administration, Projects. A project's own administrators reach the same settings from Settings in the project's menu, as Projects describes.

Creating and archiving projects

Create projects and manage each one. A project's kind is chosen on its form: software, helpdesk, sales or business (see Kinds of project). A new project starts with every ticket type on the default workflow; a sales project starts with the Deal type on the sales pipeline and a board over it (see Sales pipeline), so choose that kind when the project is created. Installation administrators alone can edit a project's details and archive, restore or delete it. An archived project keeps its tickets but is hidden from lists.

Under the list of projects, Categories adds, renames and deletes the categories a project can be put in on its form. Deleting one leaves its projects without a category and removes nothing else.

Rows in a project's settings that have an Edit link (labels, security levels, and, on a helpdesk, request types and queues) open a dialog to change them. Renaming a label changes it on every ticket that has it.

Ticket types and workflows

Choose which ticket types a project allows and which workflow each type uses. One type is the default for new tickets. Changing a type's workflow applies to new transitions; existing tickets keep their status.

Members

Add people or groups with a role. Roles decide what members may do; see Projects for the permissions each grants. Removing a member does not touch the tickets they reported or were assigned.

Components, versions and labels

Components name parts of the product, can have a lead, and can decide who new tickets in them go to; the project's Components page is where members see them and project administrators manage them. Versions have a release date and can be released; the project's Versions page is where members see what each release carries and project administrators manage them. Labels are per project; merging two labels moves every ticket from one to the other.

Security levels

A security level limits who can see a ticket. Add a level, then grant it to project roles, groups, named people, the ticket's reporter or its assignee; a level with no grants is visible only to project administrators, who always see every ticket. Anyone with the Set security level permission (administrators by default) can put a ticket on a level from the ticket page, the edit form or the New ticket dialog. A level can be deleted only while no ticket carries it, so removing one never quietly makes tickets public. Levels imported from a Jira issue security scheme appear here with their grants.

Helpdesk settings

A helpdesk project's settings add its request types, queues and SLA clocks. To let customers raise requests, add them to the project with the Reporter role (view, create and comment); they then see the project on the portal.