Adding Additional Required fields to RTC Defect

RTC Logic

In RTC it is not possible to successfully save a defect without completing all required fields.

Risk

In the event that additional required fields are added to a defect work item without updates to the Ticket Sync bridge the bridge will fail to successfully sync tickets to RTC.

Resolution

If additional required fields need to be added to a defect work item and you use a Ticket Sync bridge follow the below process:

1.? Submit a ticket through the SBS Internal Portal describing the needed changes the timeframes.? The Ticket Sync business team will then contact you.

2.? Work with the Ticket Sync business team to coordinate the addition of the fields in RTC with any coding that needs to be completed within the Bridge.

• No new fields will be added to Parature so new required RTC fields will need to have a default value set at time of creation
• The Ticket Sync Dev team will need to determine if the new RTC field type is supported in the Ticket Sync code

3.? Work with the Ticket Sync business team to determine a coordinated date to put the requested changes into production.