Logging Issues

You can log issues at Issues > Issues > Issues > New. After you create an issue record, you can attach the issue to case records.

To create an issue record:

Go to Issues > Issues > Issues > New.
Under Primary Information:
1. In the Issue Type field, select the type of problem or request that needs resolution.
2. In the Product Team field, select the group that handles issues of this type.
3. In the Assigned To field, select the person or group who needs to do the next step in resolving this issue.
  
  If you issue role type is set to restrict assignees, you can only assign issues to others with the same issue role type as yours. To assign an issue to another role, you must leave this field blank. Then, you must change the status to one that is linked to another issue role type. Administrators can change this setting at Setup > Issues > Issues Roles.
4. In the Issue Status field, select the status of this issue. The status indicates what needs to be done next to resolve this issue.
5. In the Severity field, choose the severity level that describes how much this issue is interfering with use of the product.
6. In the Priority field, select a priority from 1 to 5 for this issue.
  
  1 is the highest priority, and 5 is the lowest priority.
7. Check the Showstopper box if this issue is preventing the next product version.
8. In the Abstract field, write a brief description of the issue.
  
  This abstract shows both internally and in the NetSuite Support Center unless you enter an external abstract on the External subtab.
Under Problem Information:
1. In the Item field, select the item this issue is about.
2. In the Product field, select the name of the product this issue is about.
  
  To create product records, go to Issues > Setup > Products > New.
3. In the Module field, select the module type for the product. Modules are created and added on each product record.
4. In the Source field, select how you were made aware of this issue.
5. In the Reproduced field, select whether or not this issue has been reproduced and where.
6. In the Tags field, select keywords associated with this issue.
  
  Selecting tags makes this issue easier for others to find when searching.
7. In the Broken In Version and Build field, select the product version and build experiencing the issue.
Click the Details subtab.
In the New Details field, enter a detailed description of the issue, information on where problems are occurring and steps to reproduce.
Click Save, or click the Communication subtab to email other employees or set up notification email.

To close an issue:

Go to Issues > Issues.
Edit the required issue.
From the Issue Status field, select the reason for closing the issue.
Click Save.

To email an issue:

On the issue record, click the Communication subtab.
Check the I Own This Issue box to be assigned to this issue when it is sent back to the status for your issue role.

For example, an engineer enters a fix for an issue and then sets the status to Fixed. Then, the engineer assigns the issue to the QA issue queue. When a QA engineer tests the issue, they still experience the issue. The QA engineer then sets the status back to In Progress. Because this status is associated with the Development role type, the issue is automatically assigned back to the same engineer.

There can only be one owner per issue for each issue role type.

This preference is not available unless the Use Last Assignee box is checked at Issues > Setup > Issue Preferences.
In the Email Me When field, select when you would like to be emailed a current copy of this issue.
Check the Email Assignee box to send a copy of this issue to the person selected in the Assigned To field above.
In the Copy Employees field, you can select employees to send copies of this issue.
In the Email Functional Teams field, select the employee groups you want to copy on this issue.

Emailing a group sends an email to the address saved on the group record. It does not send email to individual group members.
Click Save, or click the External subtab to enter an abstract and details to display to customers.

To enter an external abstract and details:

On the issue record, click the External subtab.

Information entered on this subtab is displayed to customers when they view issues in the Customer Center.
In the External Abstract field, enter an abstract for this issue that can be displayed to customers.
In the External Details field, enter details on the issue that can be displayed to customers.
Click Save.

You can now attach this issue to cases on the Issues subtab of the case record.

To create an issue record:

To close an issue:

To email an issue:

To enter an external abstract and details:

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