Introduction & Overview
Issue Tracking application is a web-based tool designed for tracking work orders, tasks, defects, bugs and a wide variety of other issues. Issue Tracking allows you to organize issue entries into distinct work orders, customize the workflow individually for every task, assign the person responsible for the issue and keep track of the issue flow.
Issue Tracking home screen can be opened from Issue/Issue List item in the main menu. It displays a list of issues for selected project, which satisfies to the applied filter. Issues are sorted by priority and creation date. Issues can be grouped by tasks or displayed for expressly selected task.
Basic operations are listed below. Please note that some operations are effected by your role in selected project. For instance, you can see only those tasks in they list to which you have been assigned by the project manager.
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Add Issue
- Click Issue/Issue List item in the main menu
- Select project you want to add new issue to
- Click Add Issue button in the tool bar panel or click [Add Issue] link in the right part of the task description bar in the list of issues
- In the Add Issue screen fill in the following fields:
- Task – select a task you want to add issue to
- Priority – select High, Normal or Low priority for new issue
- Assign to – assign a user responsible for this issue implementation; you may select only from users assigned to the current task – to add new user to this list refer to the Project/Project Manger in the main menu
- Status – set status for new issue; statuses are defined by the workflow of the current task – to learn more about statuses refer to Customize Workflow section
- Description – enter detailed issue (work order) description
- Attached files – click Browse button and find the file on your computer you wish to attach to new issue, click Attach button. You may repeat this procedure to attach more files. To delete attached files, select them and click Delete button in the bottom of attached file list.
- Click Save button to return to the Issue List
- Click Save and Add Another button to save current entry and start adding new one
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Modify Issue
- Click Issue/Issue List item in the main menu
- Select project from the pull down menu.
- In the issue list click an issue you want to modify.
- Make changes
- Click Save button
NOTES:
- You can modify only issues assigned to you and only allowed for modification by the workflow of the current task
- To modify any issue you must be a manager of the selected project
- Issue ID is an internal system integer ID assigned auto-incrementally and is not changeable
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Copy/Move Issue(s)
You can copy or move multiple issues in a batch mode to another project and task. To do so:
- Select issues you wish to copy or move (use checkbox control in the leftmost column)
- Click Issue… button in the toolbar panel
- Click Copy Issue(s) or Move Issue(s) item in the menu
- Select destination task in the pool down menu
- Click Copy (Move) button
NOTES:
- You must be a manager of the project to which you want to copy or move issues
- You can move only issues assigned to you and only allowed for deleting by the workflow of the current task
- To move any issue you must be a manager of the selected project
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Delete Issue(s)
- Click Issue/Issue List item in the main menu
- Select the project containing issue(s) you want to delete
- Select issues you want to delete (use checkbox control in the leftmost column)
- Click Issue… button in the toolbar panel.
- Click Delete Issue(s) item in the menu
- Confirm deleting
NOTES:
- You can delete only issues assigned to you and only allowed for deleting by the workflow of the current task
- To delete any issue you must be a manager of the selected project
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Forward Issue
- Click Issue/Issue List item in the main menu
- Select project containing the issue you want to forward
- There are two ways to forward issue:
- Click an issue you want to forward and in the Issue form click Forward button
- Click a small arrow button in the right part on the line of issue description (this arrow appearance is defined by your settings in the View/Customize View form)
- In the Forward Issue form fill in the following fields:
- Send to Status – destination status where issue should be forwarded; you may select from the list of statuses allowed by the current task workflow
- Assign to – select a person whom do you want to send the issue
- Comments to this Transition – you may add optional note to forwarded issue
- Attached files – you may add optional attachments to forwarded issue; click Browse button and find the file on your computer you wish to attach and click Attach button. You may repeat this procedure to attach more files. To delete attached files, select them and click Delete button in the bottom of attached file list.
- Click Send button.
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Forward Issues (bulk mode)
You can forward multiple issues in a bulk mode:
- Click Issue/Issue List item in the main menu
- Select project containing issues you want to forward
- Click Issue… button in the tool bar panel
- Select Forward Issue(s) in the pull down menu
- In the Forward Issue form fill in the following fields:
- Send to Status – destination status where issues should be forwarded; you may select from the list of statuses allowed by the current task workflow
- Assign to – select a person whom do you want to assign for the issues
- Comments to this Transition – you may add optional note to forwarded issues
- Attached files – you may add optional attachments to forwarded issues; click Browse button and find the file on your computer you wish to attach and click Attach button. You may repeat this procedure to attach more files. To delete attached files, select them and click Delete button in the bottom of attached file list.
- Click Send button
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Customizing Workflow
Customizable workflow is a powerful feature which allows you to put issue routing for your projects in a full compliance with your business processes. You can customize workflow individually for every task.
In the Issue List click [Customize Workflow] link located next to the task description to open workflow customization diagram:

Customize Workflow shows a sequence of states. Each state is designated by rectangle with a name of state (status) inside, e.g. Start, In Progress. Two states are exceptional – Start and Complete – they are mandatory for each workflow diagram. Other states are optional and customizable.
Arrows on the workflow diagram show transitions allowed between issue states. Start state can have only outward arrows (no issue can be forwarded into Start state). Complete state can have only inward arrows.
To customize a state click it in the diagram to open Define Workflow State form:
- Place before – defines relative position of current state appearance in the workflow diagram
- Status name – brief description of issue state
- Can edit – issue in this state is editable (Modify button is enabled)
- Can delete – issue in this state can be deleted (Delete button is enabled)
Assignment options:
- assignment is mandatory; user adding/forwarding issue into this state must select a person from the list of users assigned to the task - assignment is mandatory and predefined in Assignee property as described below - issue in this state can be assigned to a person and assignment is optional - personnel assignment is not applicable
Assignee (default) should be used in conjunction with assignment option as described above. Use option if you want to assign as default the user who has forwarded this issue to its previous state.
Sample of using option:
- Joe has created new issue in status “In Progress” and assigned it to Ann
- Ann has forwarded this issue to state “Done” and it was assigned to Joe (as a “sender”) by default
NOTE: In this sample Joe was automatically assigned to the issue when Ann forwarded it to “Done” status because option was set in Assignee (default) property for “Done” state.
- Color – use this option to set a color/style of issue appearance in the Issue List
- Allowed transitions - click checkboxes for those states to which transition is allowed from the current state; click radio button for the state which you want to be a default destination from the current state
To delete state click its name and use Delete button in the Define Workflow State form. If you have issues existing in the state you wish to delete you will be offered to change status for all such issue to any other status defined in your workflow scheme.
You can save a workflow scheme as a template and use it for customizing workflow for other tasks. Click Save as Template button and fill a reference name for new template. You can handle a whole list of templates in the Workflow Manager screen.
Use Select from Templates button if you already have an existing workflow template appropriate for current task.
NOTE: You must be a project manager to customize this project's workflow.
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Reminder
You can send email notification to assigned personnel to remind them of their responsibilities. To do so:
- Click Issue/Issue List item in the main menu
- Select project containing the issue you want to remind
- Select issues you want to remind about
- Click Issue… button in the tool bar panel
- Select Remind… in the pull down menu
- Add optional note
- Turn Headers Only checkbox ON if you wish to send only issue headers (e.g. ID, Priority, Date, Status) rather than full issue descriptions
- Click Send Notification button
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Print Issue List
You can create a printer-friendly page containing one of the following lists:
- Selected issues (that you have selected using checkbox control in the leftmost column).
- Current Page
- Entire Issue List (satisfied to the selected filter)
To print issue list:
- Click Issue… button in the toolbar panel
- Click Print… item in the pull down menu
- Choose what to print: selected issues, current page or entire Issue List (satisfied to the selected filter)
- Click Print button to generate printer-friendly page
- Use Print command in your browser to send this page to printer
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Filtering Issues
Filtering is a powerful feature that allows you to restrict your active issue list by entries that meet specific conditions.
When you open Issue List first time you can see Filter panel in the left part of the screen with the following list of predefined filters (that you can modify on your own):
- All Issues – allows you to see full list of issues without restrictions
- Open Issues – all open issues (not complete)
- Today – all issues (including complete) created today
- Last Week – all issues (including complete) created in last seven days
- Assigned to Me – all open issues (not complete) assigned to me
- I am Author – all open issues (not complete) which I have created
- I am Sender – all open issues (not complete) which I have forwarded
- Pending 1 Week + – all open issues (not complete) which are “not moving” for one week or more
- Pending 1 Month + – all open issues (not complete) which are “not moving” for one month or more
- Complete Issues – all complete issues
NOTE: Filters are personal. If you create a filter it will be visible only by you and usable for all projects.
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Add/Modify Filter
To add filter:
- Click Filter… button in the toolbar panel
- Click Add Filter item in the pull down menu
To modify filter:
- In the Filter panel click filter you want to modify
- Click Filter… button in the toolbar panel
- Click Modify Filter item in the pull down menu
In the Add/Modify Filter form specify following parameters:
Show Issues section:
- Created By – only issues created by selected person will pass the filter
- Sent By – only issues forwarded by selected person will pass the filter
- Assigned To – only issues assigned to selected person will pass the filter
- Open & Complete – all issues – open and complete – will pass the filter
- Open Only – only open issues (not complete) will pass the filter
- Complete Only – only complete issues will pass the filter
Filter Issues by creating date section:
- Do not filter by creating date – issue create date will not effect the filter
- Show issues created in last ___ days – specify an integer value, e.g. 1 – will leave only issues created today in your issue list; 7 – will leave all issues created last week
- Show issues created ___ days ago or earlier – allows you to select “old” issues; specify an integer value, e.g. 30 – will leave only issues created 30 days ago or earlier in your issue list
Other filtering options:
- Select visible issue statuses – allows you to set detailed filtering of open (not complete) issues by specified statuses
- No forwarding for ___ days or more – easily allows to find “forgotten” issues which are open and do not “move” for a specified period of time
- Issue description contains following text – enter a key phrase which must be present in the issue description for issue to pass the filter
Every filter must have a name. Enter filter name in Save As box (e.g. My Issues).
Click Save button.
NOTE: All Issues filter is exceptional and can not be modified.
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Organize Filters
To open full list of available filters:
- Click Filter… button in the toolbar panel
- Click Organize Filters item in the pull down menu
In the Organize Filters screen you can:
- Add Filter – click Add Filter button in the toolbar panel
- Modify Filter – click filter name to open Modify Filter form
- Delete Filter(s) – select filters in the list you want to delete and click Delete button in the toolbar panel
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Hide/Show Filters
The filter list displayed in the left part of the Issue List screen makes it easier to navigate in the scope of your filters. Though, if you have a short filter list or work basically with one filter or simply want to give major space on the screen to the list of issues you may prefer to hide filter list. To do so, just click an X icon next to the Filters caption.
Once filter list is hidden the list of issues occupies full width of the client area in your browser. To change filter, you can use pull down menu in the right part on the filter name panel. To show filter list again, click an icon placed next (on the left) to the filter name.
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Customize View
The issue list appearance can be controlled by following options under View menu item:
- Click View… in the toolbar panel
- Click Grid to display a list of issues in the form of table (grid) with multiple columns
- Click List to display a list of issues in the form of reference list
- Customize View allows you to specify following parameters:
- Number of records on one page – allows you to restrict visible list of tasks and issues to certain amount of entries per one page; page counter will be displayed in the bottom of issue list
- Restrict issue description to ___ characters – long descriptions may distort the appearance of issue list and make it not convenient for browsing and navigation; you can restrict visible portion of issue description to specified amount of characters
- Display link for quick issue forwarding – once enabled, shows a small “arrow” icon in rightmost column in the issue list; click on this icon opens Forward Issue form
- Select columns to display in the Grid format – customize columns you wish to appear in the Grid View of the Issue List
- Display options in the List format – customize some issue parameters to appear in the List View of the Issue List
Click Save button to apply view parameters.
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File Attachments
Click Issue/File Attachments item in the main menu to display a cumulative list of files attached to different issues.
File Attachments list is sorted by File Name by default. To sort by any column click it’s title. To sort in opposite direction click column title again.
To open a file click it’s name. File opens in new window.
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Issue Statistics
There are multiple statistics reports available in your Issue Tracker application. All reports are designed as a cross-table matrix corresponding to certain combinations of parameters, e.g.:
- Project vs. Issue Priority
- Task vs. Assigned Person
- Task vs. Issue Status
- etc…
Sample of the Task vs. Issue Status report with a drill-down to detailed issue list:

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