Chapter 6: Issue Management

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An issue is an important observation related to a project or a project artifact that requires action. Issues arise during the course of the project as well as after the product is completed. Systematic recording, managing, and tracking of issues is fundamental to the success of any project.

Issues are classified into four types:

Every issue follows a life-cycle, as depicted by the following state transition diagram.

Use of the Assigned state is controlled via System Options. If the Assigning an issue should push it to Assigned state option is ticked then this state will be used. Otherwise, it will not be used (issues can still be assigned but will not cause a state change).

The meaning of each state is as follows:

When you select the Issue Management node, a search screen is displayed. You can search for an issue either by its ID, or a set of other search criteria. To search by ID, choose 'By ID' from the Search drop-down list and enter the issue ID in the ID field. Alternatively, select 'By Criteria' from the Search drop-down list. In this case, you can search using Business Unit, Stage, Title, Description, Project, Module, Build, Type, Severity, Raised By, State, Priority, or Assigned To fields.

If you leave these blank, a wild-card search is performed, which will return all issues. Press Find to perform your search. The search result is displayed in the table below the search criteria.

Provided that you have the relevant permissions, you can:

The Graphical View tab displays the search result as a pie chart.

The pie chart can be organized in terms of issue Type, Severity, Priority, or State, as denoted by the View By drop-list. You can view the issues represented by each pie chart segment by clicking on that segment. You will be asked if you want those issues to be added to the navigation tree.

Issue Details

When you create an issue or view the details of an existing issue, the issue is added to the navigation tree, as a child of the Issue Management node.

The Issue tab displays issue summary information. If you have issue edit permission, you can modify some of these fields. Fields specified as read-only are managed by the system.

The Test Case button is enabled if this issue has been created directly from a test case, in which case, pressing this button will take you to the associated test case.

After creating a new issue (and filling in the details), the only operation you can perform on it is to submit it. To do this, press the Submit button. The issue changes state to Submitted.

To assign the issue to a user, press the Assign button. The following dialog is displayed.

Choose a user from the Assign To drop-list and press the Assign button. Assigning an issue may or may not cause it to change state, depending on your specified preferences in System Options.

To open the issue, press the Open button. The issue changes state to Opened.

To resolve, reject, fail, or close the issue, press the corresponding button. A dialog is displayed for you to enter remarks. For example, when you press the Resolve button, the following dialog is displayed.

Enter a description of the resolution and either press OK or OK and Assign. The latter also displays the Assign dialog so that the issue can be assigned to another user.

A closed issue can be reopened by pressing the Reopen button. The issue changes state to Opened. This should be done only in cases where the issue has been closed inadvertently. Both Close and Reopen buttons are enabled only for users with issue Close permission.


The Progress tab contains the time-stamped remarks entered by users during the life-time of the issue. It summarizes how the issue has progressed to-date.


The History tab provides a history of an issue's state changes, in tabular format.

For each state change, the date, the user who actioned the change, the old state, the action, and the new state, as well as any notes entered by the user are displayed. For long notes, select the history row to see the full note in the text area below the table.

Whether a state change is recorded in this table or not, depends on your specified preferences in System Options.


The Attachments tab displays a list of documents attached to the issue, as a table.

The most typical type of issue attachment is a screen dump that proves the existence of a defect.

For each attachment, its File Name and file Size (in bytes) are listed in the table. When an attachment is opened for editing by a user, the username appears in the Locked By column. When an attachment is opened for editing or viewing, the file is retrieved from the database and written to the local disk. The local file's path is displayed in the Local Path column.

You can do the following operations:

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