Classifying and structuring issues
To be able to organize and structure the issues, it is necessary to define as many properties as possible. The more detail an issue contains, the better to situate it and work with it.
Start by defining the issue's Type, Area, Milestone, Labels, Priority, Assigned to and Custom fields.
- Type can help you distinguish between clashes, modeling errors, technical problems, inquiries, and others.
- Area can help you categorize problems by location. This is a very useful setting when working on a large project. The project leader has the possibility of defining a different owner per area. When a new issue is created in an area, it can be automatically assigned to the owner of the area concerned.
- Milestone can be set to define project fase of the issue. A milestone is defined by the project leader with a name, start date and end date.
- Labels provide more freedom in classifying issues. They can be used to mark the different disciplines and other things.
- Priority defines the importance of the issue. When this is set by the one who creates the issue, it helps to define which issues should be handled first by the team members.
- Assigned to should show the team member who is next to handle the issue. When he is done, the assigned to can change to a different team member to pick it up next. There can only be one team member assigned to an issue at the same time, to ensure there is always someone responsible for this issue.
- Custom fields can be added by the project leader if there is a need to have more properties to define and filter the issues.
All of these properties can be defined and edited by the project leader according to the needs of the project.
Custom fields are a feature of the Premium and Ultimate plan.
The filter makes it possible to show similar issues while working in the project. Learn more about Managing issues with filters in this article.
Next, the status of an issue will change throughout its life cycle. There are three options available for the status of an issue: Active, Resolved, and Closed.
You will not be able to change these titles or add other additional statuses.
- New issues always start out as Active
- After solutions are found to an Active problem, you can resolve it so that it becomes Resolved, or "resolve and close" it so that it becomes immediately Closed
- Resolved issues can be reactivated or closed and will turn back to Active or change to Closed
- Closed issues can be reopened when necessary to become Active again
In a Premium or Ultimate plan, you will have access to a more formal workflow that allows you to add an approval workflow to the issues. The three options available for the status will remain the same, but an issue may carry additional team member(s) which need to approve the solution when the issue is resolved.
- When the 'Approval' field is assigned in the properties of an issue, and this issue changes from Active to Resolved, it will need to be approved by the indicated team member(s).
- The approver will have the choice to reject the solution for the issue so that it becomes Active again, or to approve the solution so that the problem acquires the status Resolved, approved;
- The Resolved and approved issue can then be Closed or Rejected to become Active again.
It is possible for an issue's resolution to be approved and / or rejected by one or more team members before the issue is closed.
For more information about the approval workflow, consult the article The approval workflow.
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