Issue Tracking System Help 
 
Issue Tracking System User's Guide 
 
Issue Tracking System's User Interface 
 
'New Issue' Page
 

To file new issue click on the 'New Issue' link located in top section of the Issues Summary page . If you are not logged in, the Issue Tracking System will prompt you to log in.

Issue Tracking System administrators might not allow to file new issue directly to product end-users. Product end-users are then usually unable to create their own login IDs and login into the issue tracking system. In this case, Issues Tracking System is displaying contact information page for the product support team members instead of displaying the 'New Issue' page. Product support team members are then filing the issue into the issues database on behalf of product end-users.

Don't write several separate problems into one issue. Instead, file a new issue for each problem separately. This allows better tracking for solving the particular problems. Also, before filing issue try to find whether the same issue is not already reported by somebody else.

You need to fill following fields when opening an issue:

Opened By

For product end-users , there is no need to fill this field. It will be prefilled with his/her name (available from your profile) and will be read-only.

For certain groups of the development team (for example development managers or support team members) Product administrators might allow them to open an issue on behalf of somebody else. If you are member of this group, you can specify here a user who will be filled in the Opened By field of the issue. This user is will be assumed responsibility  for verifying whether the issue is resolved correctly, once it is resolved by the development team.

Assigned to

This field is displayed only to users with right to assign issue. This right is given to users by Issue Tracking System administrators. In most cases, you have to be member of development group to have this right. Product administrators can further restrict this right, for example just to development team managers .

If you don't have right to assign issue, Issues Tracking System will assign the issue automatically to somebody who can re-assign the issue.

Category

 

Note: This is configurable field and it's values can vary from Product to Product. ITS Administrators can configure this field name differently and customize it's values differently for each Product. Text below describes default ITS settings for this product only.

User can choose between nine values which are combination of two category values: Bug and Enhancement and three importance values: Low Importance, Medium Importance and Critical Importance.

Bug is a flaw in implementation, design or manufacturing.

Enhancement can be improvement of current Product function or request for a new function which is supposed to extend or alter the Product for a purpose of better serving the product purpose.

Low  importance issues are usually issues which do not make product unusable. For example for software products , spelling mistakes, user interface colors and layouts, and certain suggestions for product improvements might be examples for issues of low importance.

To the Middle importance issues category might belong product failures with possible workarounds, rare product failures for product features with low importance, or suggestions for certain product improvements (for example if product have some cumbersome workflow then an issue might be a suggestion about how to avoid or improve this workflow).

Critical importance issues are usually issues such as failures (does not matter whether rare or not) of the product regular or critical features, or for example suggestions for very significant product improvements achievable at reasonable cost.

Be aware that importance assignment is subjective and later on development team might change it according to their priorities evaluation.

Title

Write short - just one line long title characterizing the issue into this field. This title will be displayed in the issues list section of the Issues Summary page. Please, make it reasonably descriptive to allow comfortable browsing of the issues to other ITS users and to help other users from reporting the same issue.

Description

Write all other details about the issue into this fields. These details might vary from product to product, but most usually this field should have:

  • more detailed issue description

  • conditions for reproducing the issue . For example for software products this mean mentioning things such as software version, operating system version, hardware configuration, input parameters. Be aware that putting things such as your password into the issue description is NOT recommended, especially if the product is a financial software. The reason is that other product end-users or developers might be able to read the issue description.

  • steps about how to reproduce the issue

  • all other relevant information about the issue, such as names of the product support members you spoke about the issue with

To submit the issues into the Issue Tracking System, please click on the 'SUBMIT' button located on bottom of the New Issue Page.

See Also

Issue Update Page, Issues Summary Page