"pausing" a ticket- not actively working on a ticket

Darren Weaver

Like many companies, ours is no different; we have a ticket queue from which developers can take and complete a ticket.  Sometimes, however, the developer has a question that needs answering.  Essentially, we would need a method by which we could "pause" an issue or put it "on hold".  My company will not pay for any additional plugins/addons, however, we do have scriptrunner and a few others that makes workflow creation and editing very smooth.

 

What is the best practice for putting an issue on hold.  I would think it would work similar to the following:

create issue-->developer pulls ticket--> developer either cannot continue without having a question answered or he is pulled off of his existing ticket for an emergency--> developer transitions ticket to "on hold" status.  Reports can then be run by that status. 

 

Is there a better method?

Warren_mz9b4z

Hi Darren

A simple way that we use is to "flag" it. In either the Backlog or an active Scrum / Kanban board, you can right click over the issue and there's an option to Add flag. This is just a toggle, so doing it again will remove the "flag".

But by adding the flag, you get visual knowledge of it (it shades the background of the card light yellow and adds a small red icon), plus when adding the flag you can add a comment. We always try to add a comment, so that anyone else can check why the flag has been added. In addition, you can report on all issues that have the flag.