Creating Issues

Follow these steps to create a new issue in Aptify:

1. Open a new record from the Issues service. 
   • This service is located under the Case Management application.
      
2. Enter a name for the issue in the Name field.
3. Enter a short description of the issue in the Summary field.
4. If this issue is a sub-part of a broader issue, enter that parent issue in the Parent field.
5. Select the issue category from the Category drop-down list.
   
   • This list displays records from the Issue Categories service. See About the Issue Categories Form for more details.
      
6. Select the issue status from the Status drop-down list.
   
   • The standard options found in this list are Reported, In Progress, On Hold, and Completed.
   • An administrator can add more options as needed.

   

7. Enter the current date in the Date Recorded field on the Status tab.
8. Enter your name in the Recorded By field. This field links to the Employees service.
9. Complete the other fields on the Status tab as necessary.
   
   • Security Type: Select the security type of the issue from the drop-down list. Standard options are Internal or External. An organization can use this field in conjunction with Date Approved and Approved By to control which issues are available for external distribution.
   • Priority: Select the priority of the issue from the drop-down list. The standard options are Low, Below Average, Average (this is the default), Above Average, and High.
   • Date Completed: This field will be filled in later to specify the date when the issue has been resolved.
   • Completed By: This field will be filled in later to identify the employee who resolved the issue.
   • Date Approved: This field specifies the date when a qualified employee approved this issue for external distribution. This field is for tracking purposes only and does not drive other system functionality. However, an organization can develop functionality that uses this field in conjunction with Security Type and Approved By to control which issues are available for external distribution.
   • Approved By: This field specifies the employee that approved the issue for external distribution. This field is for tracking purposes only and does not drive other system functionality. However, an organization can develop functionality that uses this field in conjunction with Security Type and Date Approved to control which issues are available for external distribution.

   

10. Select the Description tab and enter a full description of the issue.

11. If this issue will be available for external review on an e-Business website, select the Web Description tab and enter a description of the issue that is suitable for posting on a website.
    
    

    The fields on the Initial Response tab are completed later when an employee begins work on resolving the issue. See Processing and Closing Issues for more information.

12. Select the Details tab and complete the fields as necessary.
    
    • Product: Enter the name of the product to which this issue applies. This field links to the Products service.
    • Solution Article: An organization can track solutions to issues as separate Issues records in Aptify. If this process is implemented, this field can link a solution to the issue. This field is typically filled in later when an issue is resolved. It links to another record in the Issues service.
    • Product Version: Typically a product can have many versions. In this field, you can specify a particular product version to which this issue applies (or the version in use when the issue was identified). This field links to the Product Versions service. See About the Product Versions Form for more details.
    • Expected Fix Version: If known, specify the product version in which you expect this issue to be resolved. For some organizations, a manager may be responsible for reviewing issues and assigning an Expected Fix Version. This field links to the Product Versions service. See About the Product Versions Form for more details.
    • Resolved In Version: Later when an issue is closed, a user can specify the product version in which this issue was resolved. This field links to the Product Versions service. See About the Product Versions Form for more details.
       
13. Click the Error Log tab and specify any error information applicable to this issue.
14. Click the Comments tab and add any additional information concerning this issue.
15. Save the Issues record.

• • Once enabled, the following additional tabs become enabled on the Issues record:
    • Related Cases Tab: This tab lists all cases linked to this issues via a Related Issues record. See Specifying Related Issues for more details.
    • Attachments Tab: This corresponds to Aptify's standard attachments control. A user can attach any document to this record. See Working with Record Attachments for information on working with attachments.