Tickets
Permission required:
ticket.readto see the ticket list,ticket.createto report a bug. Changing a ticket's status needsticket.status.update. Adding comments needsticket.update.
Tickets is where your team reports bugs in CaseBright and follows them up. Each bug report becomes a ticket with a number, a status and a person or department responsible for it. Tickets are internal: clients never see them.
Tickets sits at the bottom of the left sidebar, just above your account. The + button next to it (and Report a bug in the account menu) opens the bug report form. If you can report bugs but not browse tickets, you only see Report a bug.
If you don't see Tickets at all, ticketing may be switched off for your firm, or your role does not include the permission.
1. Reporting a bug
- Click + next to Tickets in the sidebar, or open the account menu and choose Report a bug.
- Fill in the Report a bug form:
| Field | Notes |
|---|---|
| Title | Required. A short summary, 3 to 500 characters. |
| Description | What happened, including any error message you saw. |
| Priority | Low, Normal (default), High or Urgent. |
| Severity | S1 to S4; S3 by default. |
| Steps to reproduce | What you did, step by step. |
| Expected behavior | What should have happened. |
| Actual behavior | What actually happened. |
- Click Submit bug report.
You can report a bug from any page. CaseBright attaches the address of the page you were on and basic browser details (browser, window size, language and time zone) to help whoever looks into it.
Who receives the ticket
A new ticket goes to your firm's default bug assignee, which can be a person or a department. If no default is set, the ticket starts without an assignee. Depending on your firm's settings, you are also added as a watcher of your own ticket.
2. The ticket list
Open Tickets to see the list. Each row shows the Ticket (number and title), Status, Priority, Reporter, Assignee and Created date. Click Open to see a ticket. The newest tickets are at the top.
Filters:
| Filter | Description |
|---|---|
| Search | Ticket number, title or description. |
| Status | Any ticket status. |
| Priority | Low, Normal, High or Urgent. |
| Assignee | The person the ticket is assigned to. |
| Reporter | The person who reported it. |
What you can see: administrators see every ticket in the organization. Everyone else sees only the tickets they are involved in: ones they reported, are assigned to, are watching, or that are assigned to their department.
3. Ticket statuses
| Status | Meaning |
|---|---|
| New | Just reported. |
| Triaged | Reviewed and prioritized. |
| In progress | Someone is working on it. |
| Waiting for reporter | More information is needed from the person who reported it. |
| Resolved | Fixed. The resolved date is recorded. |
| Closed | Finished. |
| Reopened | The problem came back after it was resolved or closed. |
4. Working on a ticket
The ticket page shows the title, status, priority and severity at the top, then:
- Details: the description, Reporter and Assignee.
- Status: the current status, with Created, Updated and (when set) Resolved times.
- Activity and comments: updates added by the team.
Changing the status
- In the Status card, choose the new status.
- Click Save status.
Adding a comment
- Under Activity and comments, type your update.
- Click Add comment.
Comments are internal updates for your team. They are listed below the box with the author and time.
5. Ticket routing (administrators)
Permission required:
ticket.settings.manage
Administrators decide where new bug tickets go in Admin Settings → Ticket Routing:
- Default bug assignee: choose No default assignee, Route to an account or Route to a department, then pick the account or department.
- Auto-watch reporter: automatically adds the reporter as a watcher on new tickets, so they can keep seeing their ticket.
Click Save ticket settings to apply. See Admin Settings for the other admin pages.