Maintaining a Tracked Issue

The Tracked Issue Summary contains all the information recorded for the tracked issue. 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.

To access the Tracked Issue Summary component, select Tracked Issues from the Actions menu on the Menu Bar. Click the name for the tracked issue you want to view.

Information on the Tracked Issue Summary component is grouped on four tabs on the left side of the component. The component opens on the General tab. If you are viewing a closed issue, the system displays a notification at the top of the General tab, and all of the information in the issue is read-only.

The top of the General tab enables you to view or change the following information:

Issue Description

The Current Issue Step section enables you to view or change the following information:

Description

In addition, if the next step in the issue requires a manual trigger, the button created for the manual trigger is displayed in the Current Issue Step section. Clicking the button manually progresses the issue to the next step. For information about setting up reference issues and manual triggers, see Maintaining Reference Issue Step Events and Working with Event Triggers.

To add a remark, first select the type of remark from the Type field, then enter explanatory text in the Remarks text box. To delete a newly added remark, click the Delete button to the right of the remark. You can delete a saved remark by clicking the Mark for Deletion button. You can undo the mark for deletion by clicking the Undo button.

The Issue section lists fields entered in the Issue Fields section on the reference issue. By default, each issue includes the Total Time and Total Amount fields. If the default fields are renamed on the reference issue, the fields are listed in the Issue section with the new field labels. If additional fields are set up as issue fields on the reference issue, those fields are also displayed in the Issue section on the Tracked Issue Summary component.

When the issue is associated with a business entity, an additional section labeled with the name of the entity is displayed at the bottom of the Tracked Issue Summary. This section includes the fields, if any, that are specified in the Associated Fields section of the reference issue. Associated fields are fields from the associated business entity that are available for use in the tracked issue.

Click in a field and add, change, or delete information as needed. When you are finished making changes, click the Save button. The system displays a message to confirm that your changes were saved.

To view and maintain additional information for the tracked issue, click the following tabs:

Owners	Click this tab to view and maintain a list of issue owners and step owners (see Maintaining Tracked Issue Owners).
Messages	Click this tab to view and maintain a list of notification messages sent as a result of the tracked issue (see Maintaining Tracked Issue Messages).

To view information about the steps included in the tracked issue, click the Tracked Issue Steps quick link. See Maintaining Tracked Issue Steps.

To view and record communication entries about the tracked issues, click the Communication quick link. See Maintaining Tracked Issue Communication.