An issue in the product, project, software
application or other system is usually either bug/problem report or
enhancement request. Every issue is coming through three main
stages: when it is opened, when it is
resolved, and when it is closed.
- An issue is opened when a problem or
a malfunction is found in the product, or when it is
acknowledged that product is missing some vital
feature (for example when product with printing
functionality is missing print-preview capability).
Issues Tracing System (ITS) automatically sets an
issue into opened status when the issue record is
entered into the ITS by an ITS
. When entering a new issue, put as much
details as possible about how to reproduce the issue into
the issue details. It is essential in order to resolve the issue.
Person who filed a new issue into the ITS is in
this help text called "issue opener", or "issue creator".
An issue can be
re-opened after it is resolved, or even after it is closed. This is usualy done
by the issue opener, after testing an issue marked as resolved when results of re-testing
are non-satisfactory. Other users than the issue opener can mark an issue as re-opened too,
supposing they are given rights to do so.
- An issue is usualy marked as resolved (put
into resolved state) by developer after fixing the issue.
Developer might note into the issue details how the issue was
resolved, when it will be available for re-testing, on which
- An issue is usualy marked as closed by the issue opener. After
the issue has been resolved, the issue opener retests the the
product bahaviour and if the issue is resolved
to his satisfaction then he/she closes the issue.
Other reasons for closing an issue migh be that the
issue can be no longer reproduced (this usualy happens when one bug/problem
is fixed by fixing another bug/problem),or the issue turns
out to be caused by malfunction of some other system/product
(for example when network dropout was the reason for product
malfunction , etc). In such cases the issue might be closed
by product developer or product manager also, usualy after consultation
with the issue opener. In any case, it is vital to note
into the issue details the reason why the issue was
Issues Tracking System supports alsoe
different interpretations / life-cycle of an
Issue than the opened/resolved/closed
states described here. This support is implemented
through customization of the Status field, where
ITS administartors can customize issues
Status field to have different status values
than those described here. For example one might wish
additional issue status value such is
"reviewed" or "in testing".
Product, ITS Users,