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There are basically three ways of tracking issues in the SOS Change Management System:
- Watching Issues
- Filter for Customers: Find your own Issues
- Linked Issues to your OTRS Ticket
Only . Only the first one "Watching Issues" is available for Users that are not Customerand 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)
- Linked Issues to your OTRS Ticket (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 updates the watched content. You will receive email notifications for:
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- Go to "Issues" on the top of the page
- Click on "Manager Filtes"
- Go to "Search" and on the field "Search" look for "customer"
- The filter "Filter for Customer" should apper:
- You just 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 "ACCxxx" you indicate your real Customer Account Number and Number (where to find my Customer Number)
) and Search for Issues - After all you have to "Save"
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Hint: Automatically after you saved this filter as the name you felt like, the filter will appear for you in the System Dashboard in the section "Favourite Filters"!
Anchor account_number account_number
Find your Customer Account Number
| account_number | |
| account_number |
Customers will find their Customer Account Number (with the form "ACCxxx") in the OTRS web interface where they originally created the tickets. On the upper right part (under the OTRS logo):
Linked Issues to your OTRS Ticket
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