Who tracks issues?

Issues SOS keeps the status of issues in the Change Management System are interesting and therefore tracked mostly by two groups: up to date for

• Interested Parties who want to stay on top of information about upcoming releases.
• Users Users from Sourcefourge who reported a bug or feature request in the forum or ticket system the SourceForge JobScheduler Ticket System or SourceForge JADE Ticket System and who want to follow track the resolution of this bug (fix).
• Customers who reported a bug or change request in OTRS and the SOS Ticket System and want to follow track the resolution of this bug (fix).

How to track issues?

There are basically three ways of tracking a number of ways how to track issues in the Change Management System. Only the first one "Watching Issues" is available for Users and Customers. The second and the third option are just available for Customers:

• Watching Issues (available for registered Users and Customers)
• Filter for CustomersPredefined Filters: Find your own Issues issues related to your individual environment (Customers)
• Follow Linked Issues to your OTRS Tickets the SOS Ticket System (Customers)

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watching_issues watching_issues

Watching Issues (Users and Customers)

Once an issue for the reported bug has been created, you have the possibility to "watch" a JIRA Issue in the this. The Change Management System . JIRA will then send you a notification by email whenever someone updates notifications by e-mail whenever the watched issue is updated. You will receive email notifications for:

• Edits 
• Deletions
• Attachments
• Comments

Example:

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Predefined Filters : Find

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issues related to your individual environment (Customers)

If you are a Customer, you might want to create a Filter where from time to time you can keep track of the status of the bugs you reported. For that goal, you would do the following:

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Customers will find their Customer Account Number (in the form "ACCxxxx") in the OTRS SOS Tickeet System web interface where they originally created the tickets. On the upper right part (under the OTRS logo):

Follow Linked Issues

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to the SOS Ticket System (Customers)

Another possibility for Customers to track issues reported from bugs in OTRSthe SOS Ticket System, is to look for the JIRA Issue issue containing the Ticket Number from OTRS. For that goal you need to do the following:

1. Navigate Go to "Issues" on the top of the page
2. Click on "Search for issues"
3. Go Navigate to "Project" and check "TIC - Trouble Ticket Management"
4. In the Search go panel navigate to "Contains text" and indicate the Trouble Ticket Number

This issue you will be directed to is just an interface between the issue you want to track in JIRA (the fix or feature)) and the bug incident or change request that you reported in OTRSthe SOS Ticket System. The fix is the linked issue you will find in the original issue you have searched for, and original ticket can be accessed like this: 

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