1. Support Management
  2. Issue Management
  3. Setting Issue Management Preferences

Setting Issue Management Preferences

You can set general preferences for using the Issue Management feature on the Issue Preferences page. You can allow multiple versions and builds to be selected on issues. You can automatically close cases that are linked to an issue when the issue is closed.

To set preferences for the Issue Management feature:

  1. Go to Issues > Setup > Preferences > Issue Preferences.

  2. Check Use Last Assignee to automatically assign an issue to the last employee assigned the issue for the role type associated with the status.

    For example, an Engineer sets the status to Fixed, sending the issue to QA for completion. The QA Engineer finds that the issue still needs work and sets the status back to In Progress. When the status is set to In Progress, it is automatically assigned to the Engineer who was last assigned to the issue.

  3. Check Use Multiple Versions and Builds to add a Versions subtab to issue records. This lets you set an issue as broken in, targeted for or fixed in more than one version and build.

    For example, a company that produces software finds that the same issue is present in both their Version 5 and Version 6 products.

  4. Check Automatically Close Linked Cases to set a case's status to Closed when all attached issues are set to a base status of Closed.

    Note:

    A case must be in a status that allows automatic closure to close with closed issues. To mark a case status as one that can automatically close, edit the case status. Go to Setup > Support > Setup Tasks > Case Statuses > New. Check Auto Close With Issues.

    You can have email notification sent to customers when cases are closed automatically when associated issues are closed. Go to Setup > Support > Preferences > Support Preferences. Under Notification, check Notify Customer Upon Automatic Closure.

  5. In the Send Customer Notification When field, select default criteria for when customers that have cases associated with an issue should be notified by email.

    For example, issue 503 is attached to a case submitted by customer Mary Smith. Selecting Status Changes sends email to the email address on the case record every time issue 503 changes status.

    Customers can change the notification criteria or choose not to be notified using preferences in the Customer Center.

  6. Check Allow Customer Override if you want customers to be able to change their issue notification email settings in the Customer Center.

  7. In the Customer Template field, select the template you want to use to notify customers of changes to an issue.

  8. In the Employee Template field, select the template you want to use to notify employees of changes to an issue.

    You can customize these templates at Setup > Issues > Issue Preferences. For information, see Customizing Issue Notification Email.

  9. Click Save.

Related Topics

General Notices