Versions

The Versions feature gives billetsys a way to connect tickets to product or release context.

Purpose

Support cases are often tied to specific product versions. A problem may affect one version, while the fix may appear in another. Versions make that relationship explicit.

This helps billetsys represent technical support work with more precision and historical clarity.

Ticket context

Versions are especially useful in ticket handling because they help answer two practical questions:

• Which version is affected by the issue
• Which version contains the resolution

This creates a clearer link between support activity and the lifecycle of the product itself.

Product history

Versions also support a broader historical view. Over time, they make it easier to see how issues relate to releases, how fixes are tracked, and how support work aligns with product change.

This is useful for both operational follow-up and customer communication.

Connection to entitlements

Versions are tied to the service and product context represented by entitlements. This ensures that version information is not treated as isolated metadata, but as part of the broader support model.

That relationship helps keep product context aligned with the service context used in tickets.

Operational value

Version information helps teams answer questions such as:

• What release the customer is affected by
• Whether a fix is already available
• How support work maps to product changes over time

This makes versions a valuable bridge between technical issue tracking and customer-facing support workflows.

Role perspective

Versions matter most for the roles that create, track, investigate, and resolve tickets. Even when end users do not focus on version management itself, they still benefit from clearer issue and fix tracking in the cases they follow.