Issue Tracking System Help 
 
Issue Tracking System User's Guide 
 
Issue Tracking System's User Interface 
 
"Issue Update" Page
 

How to navigate to the "Issue Update" Page

To update an issue, go to the Issue Details page and click on the 'UPDATE ' button on bottom of the page.

Who can update an issue

Issue Tracking System administrator migh not allow to update any issue to anybody, so the 'UPDATE ' button might be not available for you. Usually you are allowed to update issues you filed, or issues assigned to you. Additionaly, Product administrators can allow certain user groups, such as product development managers, to update any issue.

Updating an issue record

When the Issue Update page is displayed, it's fields are prefilled with current issue values (for Status, Importance, etc.). You can update/change following issue fields:

Status

 

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/interpretation for a Product.

Specifies status of the issue, which can be Open, Resolved or Closed.

  • When an issue is opened, it is automatically given Open status.

  • When the issue is resolved by development  or maintenance team, the development team member updates the issue to the Resolved status.

  • Then the person who opened the issue verifies whether the issue is resolved in a satisfactory manner. If yes he/she marks the issue as Closed. If not, he/she changes the issue status to Open.

  • If the person who opened the issue doesn't verify resolving of the issue in certain time limit (usually days) after the issue is marked as resolved, the development team might change status of the issue to Closed. This depends on policy of the product development group.

In current version of the Issue Tracking System, all users allowed to update the issue are allowed to change this field.

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/interpretation for a Product.

Changing the Category field is usually needed when category of the issue is re-evaluated and different category assignment than the current one is needed.

In current version of the Issue Tracking System, all users allowed to update the issue are allowed to change this field.

You 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.

Assigned to

Usually only development managers or developers can update this field. This depends on the rights given to particular user groups by Product Administrators. Development managers are assigning the issue to best suited or available product developers. If the rights assigned to them by administrators allows it, the product developer might also re-assign the issue to another developer, usually after consultation with this developer or with a development manager.

Opened By

The Opened By field is read-only fo most product end-users. Rights to change this fields is controlled by the Product administrators, and usually it is given only to product development managers.

Changing the Opened By field might be necessary when original user is being deleted from the Issue Tracking System or he will be no longer able to verify whether the issue is resolved correcly (once it is marked as resolved by development/maintenance team). By changing the Opened By field the responsibility for verifying whether the issue is resolved correctly is given to the new product user.

Title

The issue title might be needed to change when original issue title is unsatisfactory for whatever reason.

In current version of the Issue Tracking System, all users allowed to update the issue are allowed to change this field.

Add to Description

Text written to this field will be added to current issue description.

In most cases, new text is added to description when for example developers request for more information about how to reproduce the issue or when the person who opened issue provides development team with new facts regarding the issue. Also it is useful to note a reason for changing the other issue fields to the description.

Note that Issues Tracking System automatically put notes about changes of other issue fields into the Description field, together with information about who and when updated these issues. By this way users have complete history information about the issue.

To apply the issue changes, click on the 'UPDATE' button located under the Add to Description field section.

Bottom part of the Issue Update page provides current issue description, which might be needed as reference when changing other issue fields.

See Also

New Issue Page, Issues Summary Page