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Description of default fields

Field name

Description

Project

Select the product to which you want the Issue to apply:

  • ADPOINT (AD) is used for Issues related to ADPOINT

  • PLANPOINT (OUT) is used for Issues related to PLANPOINT

Issue type

Select the type that is closest to the purpose of the Issue:

  • Bug: Reporting a bug

  • New Feature: Suggesting a new feature

  • Task: A specific task, ie. a configuration change

  • Improvement: Suggesting an improvement to an existing feature

Status

By default this should be set to Open when creating a new Issue

Components

Not used

Priority

Indicate the priority of the Issue.

Blocker Work with appl. or production cannot run.
Critical Major loss of functionality - no workaround exists
Major (Default) Major loss of functionality - workaround exists
Minor Minor loss of function or easy workaround is present.
Trivial Cosmetic problem like misspelt words or misaligned text.

Note

Please remember that support issues should be reported in handled in accordance with the support procedure described in our customers Service Level Agreements. Here you will find the procedure to report critical and non-critical support issues.

IX Prio

Integration X’s internal priority.

Summary

Write a summary of the Issue. Please make it short, descriptive and distinguishable from other issues.

Note

For issues of the type “invoiceable tasks” it is not possible to edit the Summary field. If you want to change the content of the field, please get in touch with Integration X project or sales teams.

Description

Enter a detailed description of the issue here. Please be as precise as possible and consider adding references to examples that can be tracked by the Integration X support teams.
Screenshots or screen videos are other good ways of describing issues.
You can upload attachments simply by dragging files into the Description field and you can use basic formatting.

Note

For issues of the type “invoiceable tasks” it is not possible to edit the Description field. If you want to change the content of the field, please get in touch with Integration X project or sales teams.

Status
colourBlue
titleCreate

Creates the current issue.
If you check the box “Create another issue” you will automatically open a screen to create another issue.

Note

Some fields may not be available or have different appearance or different selectable options according to individual agreement.

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Most of these fields cannot be edited. They are merely available for information and filtering purposes.

Field name

Description

Assignee

The Integration X agent(s) assigned to the Issue.

Group share

The group that can view and edit the Issue.

Labels

Integration X may from time to time add new labels in order to tag individual Issues to create virtual groups.

Time tracking

A summary of the time spend on an Issue - typically used for Issue that are billable.

Due date

The date for which a solution is expected to be available.

Adding comments

When an issue is being worked on, it is possible to add comments. Comments are similar to the Description field in terms of options for formatting, adding attachments etc. When a comment is entered, it can be modified only by the user who entered it.

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Below find an explanation of the most important statuses.

Status

Next action expected by

Description

Open

Status
colourGreen
titleCustomer

Status
colourBlue
titleIntegration X

The Issue is open for modifications.

In progress

Status
colourBlue
titleIntegration X

The Issue is being worked on.

Resolved

Status
colourBlue
titleIntegration X

The Issue is resolved, but not closed. It will be closed by Integration X.

Reopened

Status
colourGreen
titleCustomer
Status
colourBlue
titleIntegration X

The Issue was resolved, but reopened by Integration X.

Awaiting approval

Status
colourGreen
titleCustomer

The issue is awaiting approval by the customer.

Closed

-

The Issue is closed. Not further changes can be made.

Approved

Status
colourBlue
titleIntegration X

The solution to the Issue is approved by customer.

Pending

Status
colourBlue
titleIntegration X

The Issue is pending - likely waiting for more information or internal review.

Rejected

Status
colourBlue
titleIntegration X

The Issue is rejected by Integration X. A work-around is typically indicated.

Awaiting customer input

Status
colourGreen
titleCustomer

The Issue is waiting for the customer to provide input.

Customer input provided

Status
colourBlue
titleIntegration X

The customer has provided input. Now waiting on Integration X to continue.

Changing statuses

As an Issue appears in a certain status, there will be actions to progress. These actions vary depending on the actual status.

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