Processing and Closing Issues

This topic describes a typical workflow for tracking an issue through its various stages until it is closed.

1. The organization receives a problem report or request, and an employee creates a new issue to track this item.
   • The steps to create new issue are described in Creating Issues.
      
2. A manager reviews the issue and specifies an Expected Fix Version on the Details tab. 
   • This is a version of the product in which the manager expects this issue to be resolved. This field links to the Product Versions service. See About the Product Versions Form for more details.
      
3. If applicable, a manager can also approve the issue for external distribution by setting the Security Type to External and entering the current date in the Date Approved and his or her name in the Approved By field.
4. A manager assigns the issue to an employee for resolution. 
   • This can be handled in the context of a case assignment or using a Task in Aptify. See Managing Tasks for more information on using Tasks.
      
5. When work begins on resolving this issue, the assigned employee changes the Status to In Progress and completes the fields on the Initial Response tab:
   
   • Initial Response By: The employee enters his or her name in this field. It links to the Employees service.
   • Initial Response Date: The employee enters the current date in this field.
   • Initial Response: The employee provides an initial evaluation of the issue and a description of its expected resolution in this field.

   

6. After resolving the issue, the assigned employee updates the Issues record with the details and saves the changes. This includes:

• • Changing the Status to Completed.
  • Specifying when work on the issue completed in the Date Completed field on the Status tab.
  • Entering his or her name in the Completed By field on the Status tab. This field links to the Employees service.
  • Specifying the product version in which this issue has been or will be resolved in the Resolved In Version field on the Details tab.
  • Specifying any additional information about the issue and its resolution on the Comments tab.