Issue Management Overview

The Issue Management feature expands your customer support capabilities and lets you follow up more accurately with customers who report problems.

This feature includes the following:

Issue records – Track product defects and enhancement requests using issue records. Link support cases to issue records so support reps can follow up with customers and customers can view appropriate issue information.
New Standard Roles – Roles for employees who deal primarily with issue resolution. These roles include Engineering Manager, Engineer, QA Manager, QA Engineer, Issue Administrator, Product Manager and PM Manager.
New group types – Create a new employee group. Designate the group as a Product Team or Functional Team or assign an issue role to the group, making it an issue queue.
Issue Management preferences – Set preferences for using the feature.
Status Transition table – Set how issues can change statuses and who can make each change.
Products, Module, Versions & Builds – Track product names separately from item records. You can then link an issue to a product or a specific module of a product. Versions and builds can also be tracked with issues to help find the problem.
Statuses – Set up both internal and customer-facing issue statuses to define the steps of the resolution process. Certain statuses automate other parts of issue management, such as relationship management for issues.
Issue Roles – The new standard roles are each tied to an issue role type. The type defines what employees with that type of role can do with issues, along with role-specific default values. You can change the settings for the default role types or add new types for custom roles.
Automatic Email Notifications – You can get an email notification when issues reach a certain status. Go to Home > Set Preferences. On the General subtab, under the Messages section, set the Default Issue Email Notification field. You can customize these notifications for your company. For more information, see Customizing Issue Notification Email.
Issue Tags – Create search keywords that can be selected on issue records. This allows you to search for issues internally.
Other issue lists – You can also create additional statuses, types, and sources for issues as well as severity and priority levels.

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