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Who tracks issues?
Issues in the SOS Change Management System are interesting and therefore tracked mostly by two groups:
- Users from Sourcefourge that have who reported a Bug and that wants bug or feature request in the forum or ticket system and who want to follow the resolution of this Bug bug (Fixfix)
- Customers that have who reported a Bug bug or change request in OTRS and wants want to follow the resolution of this Bug bug (Fixfix)
How to track issues?
There are basically three ways of tracking issues in the SOS 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 (Users and Customers)
- Filter for Customers: Find your own Issues (Customers)
- Follow Linked Issues to your OTRS Ticket Tickets (Customers)
Watching Issues
Once an issue for the reported bug has been created, you have the possibility to "watch" a JIRA Issue in the SOS Change Management System. JIRA will then send you a notification by email whenever anyone someone updates the watched contentissue. You will receive email notifications for:
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If you are a Customer, you may like might want to create a Filter where you can from time to time keep time you can keep track of the status of the bugs you reported. For that goal, you would do the following:
- Go to "Issues" on the top of the page
- Click on "Manage Filtes"
- Go to "Search" and on the field "Search" look for "customer"
- The filter "Filter for Customer" should appear:
- You click on that filter and go to "Save as" and give it the name you want to. Now you are the owner of this filter and it is only customizable by you.
- Change the last field in the search, so that where it says "ACCxxxACCxxxx" you indicate your real Customer Account Number (where to find my Customer Number
) - Carry out the search and after all finally "Save"
Example:
Hint: Automatically after you saved this filter as the name you felt like, the filter it will appear for you in the System Dashboard in the section "Favourite Filters"!
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Customers will find their Customer Account Number (with in the form "ACCxxxACCxxxx") in the OTRS web interface where they originally created the tickets. On the upper right part (under the OTRS logo):
Linked Issues
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for your OTRS Ticket
Another possibility for Customers to tracking track issues reported from bugs they reported in OTRS, is to look for the JIRA Issue containing the Ticket Number in from OTRS. For that goal you need to do the following:
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This issue you will be directed to is just an interface between the issue you want to track in JIRA (the Fixfix) and the bug you reported in OTRS. The Fix fix is the linked issue you will find in the original issue you have searched for, where you access from.and can be accessed like this:
Example:
