Information Technology Support
Page tree

Table of Contents

Key Terms

TermsDescriptionFor More Information
issueA record of work that needs to completed or has been completed. For example, a request for assistance or a task that needs to be completed..  Issues provide a way to track the work until it is completed, as well as a historical record of completed requests/tasks. An issue can belong to only one project at a time.  Issues can, however, be moved from one project to another.

Create Issues

Edit Issues

projectLogical entities that organize related issues together.  Typically, projects are broken out by department, team, system, or service.  A project has permissions that define who can see issues within that project and who can work on issues within the project.Browse Projects in Orange Tracker

The client or person with the problem.  Users can only view issues for which they are the reporter and can perform a limited set of actions (ex: add comments) on issues for which they are the reporter.

Reporter in Orange Tracker
assigneeThe person responsible for work on the request/task represented in the issue.  Only consultants within the project can be an assignee.  Some tasks (such as closing/resolving the issue) can only be completed by the assignee.Assign an Issue in Orange Tracker
watcherSomeone who wants to keep track of the work being performed on an issue by receiving email notifications when events occurr on an issue (ex:  issue updated, comment added).  A watcher may also use a dashboard to keep track of issues they are watching.  Watchers can add comments to issues they are watching but cannot edit those issues or use the workflow buttons of an issue.Email notifications for changes - Watches

Fields for reporter, assignee, and watcher are found under the people section of the issue.

Fields in people section with assignee, reporter and watcher highlighted

Issue Heading

The Issue heading is found at the top of the issue in the light grey area.

heading of issue with project name, issue key, and summary highlighted


see the key terms section above.

Issue Key

The issue key is a unique identifier for the issue.  It consists of a project key prefix (ex:  DAWNTEST in the screenshot above) followed by a dash and a number.  The issue key in the screen shot above is DAWNTEST-4.  You can search by the issue key to bring up a specific issue.

If an issue is moved to another project, the issue will be assigned a new issue key (since the project key prefix will need to be different).


The summary should contain a brief, one-line description of the issue.  The summary in the screen shot above is "Test4."   


Other Issue Fields

Issue Type

Issue types define the type of work represented in the issue. Not all issue types are available in all projects;  the issue types available will depend on the configuration of the project.  Some issue types are defined below (this list is not complete).

For Regular Issues

Issue Type Examples


Equipment Loanto track loans of any type of equipment


Information requests.

Quick Answer

Issues requiring no research and resolved at first contact

Service Request

Requests for a service or assistance

Service disruption

For issues that cause Service disruption/outages

Taska unit of work to be completed
TrainingTraining-related issues


General troubleshooting issues

For Sub-Task Issues

Issue TypeDescription
Sub-taskA sub-task of another issue



An issue has a priority level which indicates its importance. The currently defined priorities are listed below.

Priority Level



Creating a major disruption.  Needs to be handled immediately.

Should be given top priority


Should be handled like other requests.


Can be given lower priority than other requests.


Components can be used to categorize issues.  Components are unique per project, so they must be defined on a per project basis.  You select pre-defined components from a drop-down list.  Only a project manager can add new components. An issue can have as many components as needed.

If you fill in the component field for the issues in a project, you can then use the component to filter and/or group issues in searches, dashboards, reports, etc.


In addition to components, you can use labels to categorize issues.  Labels are entered as single word strings.   As you type in the Labels field, existing labels that match the string will appear.  If no existing label is found, the string you type will appear with the words "new label" will appear.  You can select this item to create a new label. 

Labels are not unique per project and do not have to be pre-defined.  Anyone with edit rights to the label field (usually consultants) can add new labels.This is why the Orange Tracker team does not recommend using labels and prefers the use of components.

An issue can have multiple labels.  You can then use labels in searches, filters, dashboards, etc.  You can also select the label on an issue to see other issues with that same label.


Each issue has a status, which indicates the stage of the issue. In the default workflow, issues start as being Open, progressing to In Progress, Resolved and then Closed.  Depending on the workflow configured for your project, you may also have statues for "Waiting for feedback," "Scheduled," "Ready for Pickup," and/or "On Hold."

Issue status



The issue is open and ready for the assignee to start work on it

In ProgressThis issue is being worked on by the assignee

Progress Stopped

Progress is currently stopped on the issue


A resolution has been made


The issue is considered finished,   Issues which are closed can be reopened


This issue was once resolved, but further work was needed

Waiting for Feedback

Progress on the issue is waiting for feedback from the reporter


The issue or associated work has been scheduled for a specific date

Ready for Pickup

Equipment is ready for customer pickup

On HoldThe issue has been placed on hold until a dependency can be completed or a blockage to work can be resolved


When you close or resolve an issue, you must provide the reason the issue is being closed/resolved.  If the issue is still being work on, the resolution is "Unresolved." The defined resolutions are listed below.




A fix for this issue has been implemented.

CompleteWork on the issue is completed.
ReferredThe issue was referred to another department/unit.
No responseNo response has been received from the reporter so work cannot continue.

Won't Fix

The problem described in an issue will not be fixed.


The problem is not completely described so work cannot continue.


The problem is a duplicate of an existing issue.

Cannot Reproduce

All attempts at reproducing this issue failed, or not enough information was available to reproduce the issue.  If more information appears later, please reopen the issue.


This issue has been identified as spam email.

DoneThe work is done.
Won't DoThe work will not be done.


Security Level

The security level is configured at the project level and cannot be changed within an issue.  The default security level allows users to only view issues for which they are a reporter; they cannot see issues reported by other users.

Assignee, Reporter, Watches

See the "key terms" section above


Votes are most useful when used on issues for feature requests.  Issues with more votes are considered more popular, which could potentially give the issue higher priority (depending on how votes are handled by the department responsible for the project).  Votes are rarely used within Orange Tracker.


The date and time the issue was created.  This field will not change.


The date and time the issue was last updated.  This field will automatically change as changes are saved.  You cannot edit this field manually.


The summary line needs to be brief.  You can use the description field to provide as much additional detail as needed to fully describe the issue.


You can add screenshots and document attachments to an issue.  For more information see Attachments in Orange Tracker Issues


The reporter, assignee, and other consultants in the project can add comments to an issue.   See Comments in Orange Tracker for more information