Welcome to Mantis! We want to make your experience as smooth as possible, so here are some simple guidelines on how to navigate, create tickets and communicate effectively with other users.

You can access Mantis by visiting: https://mantis.media-press.tv. This platform serves as the optimal way to submit support tickets and engage in discussions with various Media-Press teams and employees.

We’re here to assist you, and Mantis is your go-to tool for seamless communication.

Choosing Mantis over email communication offers several benefits for both parties. Here’s why:

1. Clear Responsibility: Mantis makes it evident who is accountable for the issue, and redirection to another person or department is easily facilitated when necessary.
2. Real-time Status Updates: You can effortlessly check the current status and view any comments related to the issue.
3. KPI Monitoring and Timely Resolution: Mantis provides the capability to monitor and address the issue within the defined Key Performance Indicators (KPIs).
4. Streamlined Communication: By using Mantis, we can avoid excessive communication and the complications of multiple email threads.
5. Centralized Information: All important information is conveniently gathered in one place, promoting efficiency and clarity.

Navigation

Let’s take a brief tour of the main views in Mantis, helping you navigate seamlessly through the system.

Main View 

1. Your starting point is ‘My View,’ the default and user-friendly interface. Navigate effortlessly through Mantis using the left menu, providing quick access to the two key sections: ‘View Issues’ and ‘Report Issue.’
2. The central view allows you to easily peruse tickets you’re actively involved in or monitoring. Simply click on the tab to display the relevant tickets:

• Unassigned: unassigned tickets.
• Reported by Me: tickets reported by you.
• Resolved: resolved tickets.
• Recently Modified: all tickets recently modified.
• Monitored: tickets you have decided to follow.

View Issues

1. Navigate to View Issues through the accessible left menu.
2. Explore the various options within Filters by simply clicking on each one.

For instance, ‘Assigned To’ allows you to focus on tickets designated to a specific person in the project. Have some fun experimenting with filters, like displaying only resolved tickets or those within a specific category (e.g., Editorial).

3. The Viewing Issues section presents a list of tickets. By default, it displays all tickets except those with a ‘Closed’ status, arranged in descending order of ‘Updated.’

• You can also customize the order by clicking the arrow next to ‘Updated.’
• If you wish to see also the tickets with ‘Closed’ status, then click on ‘Hide Status’, select ‘none’ and click on ‘Apply Filter’.

4. Utilize the Search function to find tickets based on keywords present in the title, body, or comments of the ticket.

Reporting Mantis  ticket

Ensuring effective communication about each ticket is crucial for a smoother workflow. To assist you in providing comprehensive details, we’ve compiled some helpful tips below that outline various options for reporting a ticket. Your thoughtful descriptions greatly contribute to the efficiency of our work.

1. You can report an issue by clicking Report Issue.
2. Category – choose the category based on the nature of the issue you’d like to report. This helps Mantis assign the ticket to the right team promptly, ensuring a quicker and more accurate resolution.
3. Reproducibility: for SQA use only. Please leave it on default N/A.
4. Severity: helps distinguish whether a ticket is a simple feature request or question, or if it poses a potential obstacle to your work. If you’re uncertain, feel free to leave it as it is.
5. Priority: indicates how important the task

Priority levels are designed to convey the importance of tasks. We kindly request that you avoid excessive use of the Immediate and Urgent priorities. This helps maintain a balanced workflow and ensures that these high-priority designations are reserved for genuinely critical situations. Your cooperation in using these priority levels judiciously is greatly appreciated, as it contributes to an efficient and well-managed process.

6. Select Profile: for SQA use only. Please refrain from adjusting this.
7. Summary: your brief and clear summary is greatly appreciated. This ensures a better understanding of your request and enables us to assist you more effectively.
8. Description: we appreciate clear and consistent details. If you can, kindly include full screenshots to provide context. Additionally, sharing how you encountered the issue is helpful. The more information you provide, the smoother the resolution process is. Otherwise, our support team may need to follow up for additional details, potentially extending the time required to address your ticket.
9. Steps to Reproduce: feel free to list the steps to be taken, if applicable.
10. Additional Info: feel free to give additional info, if any.
11. Attach Tags: feel free to attach tags, if any.
12. Upload Files: feel free to share screenshots by attaching them to the ticket, one at a time. Providing high-resolution screenshots, especially those with context, greatly assists us in understanding the issue. Including more details upfront, such as the surrounding elements, helps expedite the troubleshooting process, eliminating the need for additional questions.
13. View Status: kindly maintain it as public for better collaboration.
14. Report Stay: consider selecting this option if you have additional issues to report.
15. Submit Issue: simply click here to submit your ticket.

Working with Mantis tickets

Every member utilizing Mantis tickets is encouraged to adhere to a set of guidelines for effective use. Beyond just creating a ticket, please consider the system as a means of communication. Your engagement extends to following the progress of tickets and staying updated. Mantis incorporates user-friendly mechanisms to assist you in effortlessly tracking tickets and their updates.

Basics

1. Activities: show comments added to the
2. Add Note: enables you to share comments and insights. We kindly request that you refrain from using the ‘Private’ checkbox. If you need to direct a comment to a specific individual, simply mention them with @user.name. This ensures they receive an automatic notification by e-mail, even if they aren’t actively monitoring the ticket.
3. Upload Files: enables you to add a file to your
4. Add Note: submits a

Assigning and other options

5. Relationships: you have the option to link a related ticket by entering its Mantis ID in the box and selecting the relationship type. The default setting is Related To, and using this is sufficient. This feature aids others in understanding if a case is connected to any existing issues in Mantis.
6. Close: upon resolution by the Media Press user, an email notification will be sent to you, and a ‘Close’ button will become available. Kindly confirm that your issue has been satisfactorily resolved and proceed to close the ticket by clicking the ‘Close’ button. Your action in closing the ticket assures us that the matter has been addressed to your satisfaction.
7. Monitor: if a ticket is initiated by another member of your organization and you find it relevant or significant, you have the option to ‘Monitor’ it. By doing so, you’ll receive email notifications whenever there are new comments added. Moreover, the ticket will be visible in the Main View, ensuring you stay updated on its progress.

Mantis Ticket status

After creating a ticket, you can effortlessly monitor its real-time status.

Here’s an overview of the possible statuses:

• Assigned: the ticket is now with a designated Media Press user or team.
• Acknowledged: the assignee has acknowledged receipt of the ticket.
• Confirmed: the assignee is actively working on addressing your request.
• Feedback: Your input is required. An email notification will be sent when this status is set.
• Resolved: Your input is required. The assignee has successfully resolved your request. An email notification will be sent when this status is set.
• Closed: You confirmed the resolution by clicking the ‘Close’ button. If needed, you can reopen the ticket at any time by simply clicking the ‘Reopen’ button.

Thank you for taking the time to familiarize yourself with Mantis Ticketing System! Your collaboration is invaluable in ensuring a seamless experience for issue tracking and resolution. Should you have any questions or need further assistance, our dedicated support team is here to help. We appreciate your partnership in enhancing our communication and efficiency.