Originally from a support ticket by Chat Dombrova at Luma Pictures:
QUESTION
i have another quick question about ticketing. as i'm looking more at ticketing i'm realizing that we treat a ticket as a sort of subclass of a task. the biggest feature from tasks that we'd need is a gantt chart associated with our tickets. we could probably just modify the task entity to have several ticket-like attributes, such as title, description, and priority. in addition to that it'd be nice to have a related_tasks field that is a list of task entities, but i'm not sure how to do this. the best i can figure out is how to add a link to a single entity, but not a list. the final hurdle is that we would want different types for production tasks (eventually and hopefully) and coding tasks ( model, rig, lighting vs feature, bug ). so i'm not sure if we want a ticket-like task or a task-like ticket, but it seems the easiest thing might be to start with the task entity.
to summarize what we like from each:
from tasks:
- start
- end
- gantt view
from tickets:
- title
- description
- priority
- related tickets (or related tasks, if we're just going to modify the
- task entity to be more ticket-like)
- type ( specific to ticketing: bug/feature )
REPLY
Hi Chad, I think you're pointing out something important here. We built Tickets separately to focus on our specific needs as software developers and weren't sure that Tasks were right. We ended up with a layout and features that is different from Tasks and works well for us, but we've also wanted to see a Gantt pane for Tickets and have added our own "Due" date and "Priority" like you'd have on Tasks. And we're not quite happy with Tasks either, so perhaps they both need to evolve.
Perhaps Tickets and Tasks should be the same thing with different names. Which is probably a change to how they both work now. For example, I think the Task detail page would be better if it displayed a simple note thread area like Tickets (but supporting multiple notes, like Facebook's wall). The current detail page looks too much like the other entity pages, which can start to be confusing (where am i?). Besides an open note thread, we'd likely want to embed grid/tabs on the page to show related info (probably under the thread). This is actually something we've wanted with Tickets too to show linked Tickets (sub tickets?).
Our upcoming Dashboard work will give us the flexibility we need to try out these layouts. If Tasks and Tickets do become the "same", we'll have to think through if they should be separate entities that work the same but with different names, or if they should all be Tasks. "Tickets" then become Tasks of a particular type.
It does seem clear that studios using Tasks and Tickets would like to see both on the same Gantt chart. So that makes me think they should be the same.
We made a Ticket on our end to address this (sg8445) and will be thinking through it. We've heard this same question a number of times now and feel like we can make some imporvements for sure. We'd love to hear more feedback here in this thread.
