Maintaining Tracked Issue Information
In this Topic
Each tracked issue is based on a reference issue, which determines the actions, events, and steps that are performed in order to resolve the issue. A tracked issue progresses from one step to the next as a result of manual or automatic triggers set up in the associated reference issue.
Issues can be used to track many different workflows and processes. For example, your agency could use a tracked issue for the process followed when a new price is needed for a reference item. The first step in the tracked issue could be to review the current price, then create an updated price if needed, and finally approve the new price. Your agency would define these steps, along with the triggers and users included in the process, by creating a reference issue.
After the reference issue is set up, it can be used to create tracked issues. A tracked issue could be created manually when a new price is needed for a specific item, or automatically by setting up a system event that creates a tracked issue whenever a reference item is added. The first step of the tracked issue could include a notification message sent to the user who is responsible for determining the reference price for the item. When this user updates the price, it could trigger a notification message to be sent to another user who is responsible for approving the item price. After the price is approved, the tracked issue could be closed. During this process, the issue is listed on the Tracked Issue Overview for each responsible user.
The Tracked Issue Overview component lists tracked issues for which the current user account is listed as an owner. To go to the Tracked Issue Overview, select Tracked Issues from the Actions menu on the Menu Bar.
You can find a specific tracked issue in the list by typing criteria in the Quick Find search box. In addition, you can use filter fields to narrow the list of tracked issues. To show only tracked issues that have been closed, select the Show Closed check box. To show only tracked issues associated with a specific business entity, type the entity name in the Associated To field. To show only tracked issues that are not associated with a business entity, select the Associated To Is Blank check box. The list is updated according to your filter criteria.
Each tracked issue row includes an Actions menu and any values entered in these fields:
To delete a tracked issue, select Delete from the Actions menu on the tracked issue row. The system shades the row gray to indicate it is marked for deletion. To reverse the delete action, click the Undo button. Click the Save button to apply your changes. The system displays a message to confirm that your changes were saved.
To view the contents of a tracked issue, select Open from the Actions menu on the tracked issue row. The system takes you to the Tracked Issue Summary component. See Maintaining a Tracked Issue for more information.
Creating a Tracked Issue
Each tracked issue is based on a reference issue, which defines the steps, actions, and events that occur in order to resolve the issue. To add a new tracked issue, perform the following steps:
On the Tracked Issue Overview component, select Create Tracked Issue from the Actions menu on the component header.
The system opens the Create Tracked Issue modal window, which lists reference issues that are not associated with an entity. For details about reference issues, see Maintaining Reference Issue Information.Locate the reference issue you want to use as a basis for the tracked issue by typing criteria in the Quick Find search box, or by clicking Show First 10.
The modal window lists reference issues that match your criteria. Each row of reference data shows the Type, Name, and Description for the reference issue.Click a reference issue row to select it as the basis for the new tracked issue.
A check mark appears at the beginning of the row to indicate it is selected. Only one reference issue can be selected. If you click a different row, the check mark is removed from the first row.Click the Create Tracked Issue button.
The system closes the modal window and displays the new tracked issue on the Tracked Issue Summary component. See Maintaining a Tracked Issue for more information.
