Managing Issues
Issue Workflows
An issue can follow one of two workflows:
- The "Default" workflow is quite simple and includes the following statuses:
- The "Servicing" workflow is better suited for issues that require a site visit or more involved troubleshooting:
An issue can be moved from one workflow to another by using the "Change Workflow" function:
Link Issues
Issues can be linked together by using the "Link to Issue" function available on the single issue page:
Select how the two issues are related:
as well as the related issue, and click "Link Issues":
Only issues that belong to the same client can be linked. Issues that are "closed" or deleted are not shown in the list of options.
Afterward the linked issue will be shown in the "Linked Issues" section, including the current status of the linked issue:
You can click on the issue to navigate to it.
The link is also displayed after opening the linked issue, thus it is easy to navigate between linked issues:
To break an issue link, click the little broken chain icon next to it:
Issues shown in the "Related Issues" section are not linked, they are just issues that have been created for the same site or system:
Sub-tasks
Sub-tasks can be created either by creating a sub-task for an existing issue, or converting an issue into a sub-task by selecting the parent issue.
Create a Sub-task
Use the "Create Subtask" link from the single issue page to create a sub-task for an issue:
The sub-task issue will initially be set to belong to the same site as the parent issue, but this can be changed if needed by editing the issue after it is created. The System, Issue Type, Issue Sub-Type, and Priority fields are copied from the parent issue, but can be changed before saving the new issue. It is also possible to add a comment to the new issue when it is created:
Navigation Between Issues and Sub-tasks
Sub-tasks that have been created for an issue can be seen on the issue page:
On a sub-task page, you can see and navigate to the parent issue at the top of the page:
Convert an Issue into a Sub-task
An existing issue can be converted into a sub-task by using the "Change Parent" function:
Select the parent task and click "Save":
Scheduling an Issue
An issue can be scheduled using the "Schedule Issue" function on the single issue page:
Set the deadline and click Schedule:
The issue deadline can be seen in the right column on the issue page:
Cloning an Issue
A copy of an issue can be created using the "Clone Issue" function:
Most issue properties are copied from the cloned issue:
After the issue is cloned, the newly created issue is automatically opened.