Dazzle Quality Handbook.

Redmine is our ticketing system and is used for all project communication with our customers. All communication concerning the activities to be performed (= ticket or issue) of a project is handled via Redmine. So we do not use emails, except for reporting a new question / problem by the customer to Dazzle (via support@dazzle.be). 

Login credentials: 

• URL: https://redmine.dazzle.be/ 
• USR: first_letter_first_name + family_name (e.g. Luc Claeys => lclaeys) 
• initial PSW:  username+dazzle (e.g. for Luc Claeys => lclaeysdazzle) (to be changed at first login)

Ticket creation: 

Customers can not create tickets. Any new request should be communicated by sending an e-mail to support@dazzle.be. A ticket will automatically be created. 

Important Redmine fields: 

• Project: name of the project.
• Tracker: activity type: 
  • Task: a general to do
  • Feature: a new functionality requested
  • Bug: a malfunction
• Subject: short description of the ticket
• Status:
  • New: not started yet
  • In progress: : someone’s responsibility
  • Feedback: waiting on input from the customer
  • Resolved: problem solved and ready to be tested by project manager
  • Closed: accepted & confirmed to customer
• Priority: high/normal/low
• Assignee: is the next in the chain. So: after answering/commenting on the ticket: ASSIGN IT TO SOMEONE ELSE!
• Start date: is never used
• Due date: expected delivery date
• Estimated time: is the time we need to do this
• Description: is the extensive description of the ticket: what, why, when, who, how.