Issue Tracking System Help 
 
Issue Tracking System Users's Guide 
 
Terminology and Workflows 
 
Issue
 

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 user . 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 system/server, etc.
  • 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 closed.

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".

See Also

Product, ITS Users, Product End-User, Product Manager, Product Developer, Product Tester