Tickets

Overview

A ticket is one piece of work: what should change, where, and who is on it. You can file tickets for your team to pick up, or assign them to AoTwin to do. A ticket keeps its whole history on one page, from the first request to the final change.

The app also calls tickets requests, as in New request. See Concepts.

Basics

File a ticket

1. Press New request, or press C anywhere in the app outside a text field. You can also use ⌘K and choose New request.
2. Type a Title, up to 120 characters.
3. Write the Description, up to 5,000 characters. Say what is wrong or wanted and where. A copy fix, a missing filter or a layout that has been wrong for months are the kind of thing to write.
4. Set the other fields below, then press Send request, or press ⌘↵.

The form saves nothing until you send it. If you press Esc after typing, AoTwin asks whether to discard what you wrote.

A workspace with no plan can’t file tickets. An admin can pick a plan in Settings > Plan.

The fields

Field	What it does
Project	Where the ticket belongs. Shown when the workspace has more than one project.
Title and Description	Both are required.
Assigned to	Nobody, AoTwin or a teammate. See Statuses.
Who asked	The person the ticket is for. It starts as you.
Screenshots	Press the paperclip, or paste an image into the form. PNG, JPEG, WebP and GIF files are accepted, up to 10 MB each.
Where it goes	Shown only when the project is connected to Linear. Choose Linear, or Only in AoTwin.
Create more	Keeps the form open after you send, with the same project, asker and assignee, so you can file the next one.

If you choose AoTwin as the assignee, AoTwin starts on the ticket as soon as you send it, and it uses credits. If no code is connected to the project, the ticket is saved and waits. See Credits.

Who asked matters later. The asker gets the ticket’s updates in their Inbox, and can edit or close the ticket.

Write it for me

On a paid plan, a Write it for me button sits at the bottom of the form and works once you have typed something. It tidies your title and description into a clearer ticket, using only what you wrote. A note under the text lets you press Undo to get your own words back.

The similar-ticket check

When you press Send request, AoTwin compares your title with the tickets that are still open. If one looks like the same thing, the form stops and shows Looks similar to that ticket’s key. Choose Open it instead to read it, or Send anyway to file yours.

Done and closed tickets are not part of the check.

The ticket page

Open a ticket from any list, from the board, or by typing its key in ⌘K. The page has two parts.

• The story: the title, the description, AoTwin’s latest message when it has one, and the Activity with comments and events. See Comments.
• The details, on the right: Status, Assigned to, Asked by, Project, screenshots, and once AoTwin has worked on it, the Code repository, the Change (the pull request) and the Checks that passed or failed. Tickets AoTwin works on also show the Credits used.

If the ticket is in Linear, Open in Linear appears at the top.

Edit a ticket

Only the person who asked, or an admin, can edit a ticket.

1. Open the ticket and press Edit.
2. Change the title, the description or Who asked.
3. Press Save.

The activity records “edited the request”. If the ticket is in Linear, the change goes there as well. A closed ticket can’t be edited.

Close a ticket

Closing is for work that is no longer needed. Only the person who asked, or an admin, can do it.

1. Open the ticket and press Close request under the details.
2. Confirm with Close it.

AoTwin stops working on the ticket and it leaves every list. If AoTwin had opened a pull request that was not yet done, AoTwin closes that too. A ticket in Linear stays in Linear for the team to handle. The ticket’s own page still opens, and shows who closed it and when.

Setting the status to Canceled closes the ticket in the same way.

Reopen a ticket

A closed ticket, or one that is Done, shows a Reopen button in the details. Anyone in the workspace can press it. The ticket comes back as Todo. It keeps its assignee if that was a person, and is unassigned if it was AoTwin or nobody. To have AoTwin work on it again, assign it to AoTwin.

FAQ

Does filing a ticket start AoTwin?

No. AoTwin starts only when a ticket is assigned to it. Filing or editing a ticket never does.

Can I delete a ticket?

No. Close it instead. A closed ticket leaves every list but keeps its history.

Why can't I attach a PDF or a document?

Tickets and comments take screenshots: PNG, JPEG, WebP and GIF images. Paste the text of a document into the description.

Why does my new ticket say it is waiting?

A ticket assigned to AoTwin waits when the project has no code connected, when the workspace is out of credits, or when AoTwin is busy. The ticket says which, and starts by itself once that clears. See Statuses.