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Project consultants can update the current status of an issue by using the buttons at the top of the issue. These statuses are useful for tracking the lifecycle of an issues and reporting on issues.
A typical lifecycle of an issue would go as follows:
- When a new issue is created, it has a status of "Open."
- Select "start progress" to indicate that work has begun on this issue. The status is now "In Progress." Usually an assignee will also be entered at this point.
- If you need to get some additional information from the reporter of the issue, select "Request Feedback." You can enter a message to the reporter in the "Comment field." The information entered in the comment box will also be added to the comments section of the issue. The status of issue is now "Waiting for Feedback."
- When the status is "Waiting for Feedback," the reporter's reply will will be added to the comments section of the issue. Depending on the project configuration, the reply may not change the status, or the status may change to "Open." Most projects in Orange Tracker as set to switch to a status of "Open" when a reporter replies to a request for feedback.
- When the work is complete on the project, the assignee can select the "Resolve Issue" button or the "More" button and then the "Close Issue" button. When you resolve or close an issue, you need to select a resolve/close type (ex: Complete). The types are the same for resolve and close. You can also change the assignee during the resolve or close process.
- Resolve issue: any text you enter into the comments box of the "Resolve Issue" screen will be sent to the reporter. The status of the issue will be changed to "Resolved." The "Resolution" screen also lets you link to another issue at the time of resolution. Closing an issue does NOT let you link to another issue during the close process.
- Close issue: any text you enter into the comments box of the "Close Issue" screen will NOT be sent to the reporter. The status of the issue will be changed to "Closed."
Setting Permission From Request Feedback Screen
The Request Feedback screen lets you set permissions on the comment created in the request for feedback. However, if the reporter is not in the role you have restricted the comment to, the reporter will get an email that does not include the comment, so they won't know what information to provide. You should generally not set permissions on the Request Feedback screen. Instead, send the email using Request Feedback and then once the comment has been created in the comments section of the issue, set the permissions there.
Re-Opening an Issue
If you close or resolve an issue, and later more work needs to be done on the issue, a project consultant can use the "Reopen Issue" button to open the issue for more changes/updates. The status will be changed to "Reopened."
Depending on your project configuration, an email sent to that project's email address with the issue-key in the subject line (for example, someone replies to an email notification sent from Orange Tracker regarding that issue) may result in the issue being re-opened. If the project is not configured to automatically re-open if a comment on the issue is generated by an email, the comment will still be created but the issue will remain closed/resolved.
Some projects are configured with a workflow that includes additional statuses. The project lead for the project determines what workflow is assigned to the project.
- Select "Workflow" and then "schedule Work." Set a due date on the "Schedule Work" screen that appears. The status will change to "Scheduled." You can use the due date and status of "Scheduled" to track work that has been scheduled for a future date. For example, if you have arranged to install software on a user's computer on a specific date, you can use "Schedule Work" and the due date field to indicate the arrangement.
- Select "Workflow" and then "Put on Hold." The status will change to "On Hold." An example of when to use this status is if you have a dependency for the work that must be completed first. You can put the issue on hold until the dependency is fulfilled/removed and work can continue on the issue.