An Issue Tracking System (ITS)
user can open an issue record
when he or she finds some issue with the ITS product
The issue record can be opened
either directly through the New Issue Page, or
in some cases through
a product support person.
Product development team members
are usually allowed to open the issue record directly.
Whether product end-users
can open the issue record directly or not depends
on product maintenance policy. ITS
administrators can disallow product end-users to
open New Issues records directly. Therefore, if product
support team wants product end-users to open new issues,
they must provide their contact information (for example
phone numbers or e-mail adresses), and product support team must open issue records
on product end-users behalf.
When an issue record is
opened, Issue Tracking System automatically sends e-mail to the
issue record opener, issue assignee and
manager of the issue assignee, notifying about
opening the issue. This keeps everybody who is involved with
the issue informed about the issue status.
Please, for more information see the "New Issue Page"
An Issue, "New
Issue" Page, User Groups