An issue is a problem that is already happening: a defect, a blocker, or a question that holds up work. A risk is something that might happen; when it does, it becomes an issue. Open the tracker from the project menu: RAID, then Issues.
What it's for
The tracker shows what is broken, who is fixing it and whether it is late. Five cards sit at the top: Total open, Critical or high, Blockers, Average resolution (days from reported to resolved) and Overdue.
Select Show analytics to see three small charts: Severity distribution, By workstream and Issue aging, which counts open issues by age (0 to 7 days, 8 to 14, 15 to 30 and more than 30).
Before you start
Before you log an issue
- Your role can create issues
- You know who reported it, because Reported by is required
- You have a short, specific title
- Optional: the task it affects, so you can link it
How to log an issue
- Start a new issue
On the Issues tab select New issue.
- Identify it
Enter a Title and Description, then choose Category, Severity, Impact area and Workstream.
- Set status and priority
Choose Status, Priority and Environment (Dev, QA, Pre-prod or Prod). Set Blocker to Blocking delivery if the issue stops work.
- Assign it
Fill in Reported by, Reported date, Assigned to and Target resolution. You can also pick a Linked task.
- Save
Select Create issue. The app gives it an ID such as ABC-ISS-012.
How to close an issue
Open the issue and set Status to Resolved or Closed. A Resolution section appears. Resolution description is required before you can save. You can also record the Resolution date, the Root cause and any Workaround used while the fix was on its way. The resolution date feeds the Average resolution card.
Reading the tracker
The main table groups issues by status. Each row shows the issue ID, category, severity, who reported it, who it is assigned to, the target date, status, environment and priority. Blockers carry a flag next to the title.
Next to the target date you may see a warning. Xd overdue means the target date has passed and the issue is still open. Xd left appears when five days or fewer remain. Resolved and closed issues show neither.
Filter by Assignee, Status, Severity or Workstream, search by ID or title, or select Blockers only.
Good to know
- An issue made from a risk shows the risk it came from at the top of the drawer. See Risks.
- A failed test case can create an issue for you. See Testing.
- Status reports list the five most severe open issues. See Status reports.
- The arrow next to New issue offers Extract from meeting notes when Agents is switched on for the project.
- Issues are part of every plan, including Team.
Who can do this
Admins, project managers, functional leads, technical leads and the module roles (test manager, data migration lead, cutover manager, training lead, change manager) can create and edit issues. Consultants and stakeholders can raise an issue but not edit one. Only admins and project managers can delete an issue. See Roles and permissions.