Comments

You can add comments to an issue by typing in the Comments text box at the bottom of the issue and clicking one of two buttons.

• To Notify the Requester of new comments added to the issue, click “Add Comment” button.
• To add a comment to the issue without triggering an email notification, click the “Add Comment Without Notification” button.
• OPTIONAL: You can also add Hours to each comment. If you are just commenting and not actually logging time spent on the ticket then you can leave the Hours field set to 0.0. The Total Hours for the ticket is displayed at the top of the ticket.

Note: Comments can not be changed once they have been added to an issue.

History

Every time an issue is saved, the system automatically logs the user who saved it along with the date and time. This information can be viewed from the History Issue Details Tab.

Notifications

The Notifications Tab contains a list of the users who will be notified via email when the issue is updated. By default, the requester is automatically added to the notification list of the issue.

If you would also like the Owner to be notified on the creation of new tickets, set the Email Owner On Create checkbox in the User Interaction Options.

To remove yourself from the notification list, click the “Don’t Receive Notifications” button.

To add yourself to the notification list, click the “Receive Notifications” button.

The Notification tab also allows you to add additional users to the list by selecting them from a drop down list and clicking “Add Notification”.

Issue Relationships (Sub, Parent and Related)

The Issue Relationship tabs provide the ability to create relationships between issues for future reference and easier navigation.

To relate the issue you're working on with another issue, type the issue id of the sub issue and click the appropriate add issue button (button differs depending on the relation tab you are currently using).

When you add Sub-Issues to an issue, the system will automatically display the correct relation when viewing the other issues. For example, if you add issue 44 to the Sub Issues tab of issue 13, issue 44 will display issue 13 in the Parent Issues tab.

Related Issues display on the same tab (“Related Issues”) for all issues associated.

Related Files

Files uploaded to issues are stored directly into the database. You can upload as many files as you want, the only limitation is the disk space allocation which comes with your hosting package.

Escalation

The Escalation tab displays a log of the tickets escalation through the teams. Each time the Team is changed in the ticket, an entry is added to the Escalation log storing the Team name escalated to, the person who escalated the ticket and the date & time the ticket was escalated.

Automated Data Collection and Processing of Issues

Behind the scenes, Issues automatically collect specific information during processing. Some of this information is displayed at the issue header, and others effect fields in the issue.

Date Acknowledged: Once the Assigned user first views and saves an issue, the Date acknowledged value is set to the current time and date. If the Assigned user does not save the issue, this value is not saved. Do not use this value to track the assigned user’s acknowledgment of an issue unless you make it mandatory for assigned users to save issues once they first view them.

Date Completed: Once you set the Progress to 100% and the status to Completed, the system marks the date and time of the event and displays this value in the issue header. Note that if you set the Progress to 100% and click Save, the system will automatically set the status of the issue to “Completed”.

Attached Files: The attached files indicator at the issue header is provided to quickly let users know that the issue has downloadable files attached to it. This will prevent the mistake of assuming the issue does not contain any files or having to check the Related Files tab for each issue.

Total Hours: The Total Hours indicator is a total of all hours added to the comments of the ticket. This value is also used in the SigmaPro Dashboard module for quick totals of projects.