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Issues in the SOS Change Management System are interesting and therefore tracked by two groups of people:
- Users from Sourcefourge that have reported a Bug and that wants to follow the resolution of this Bug (the Fix)
- Customers that have reported a Bug in OTRS and wants to follow the resolution of this Bug (the Fix)
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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 customersCustomers:
- Watching Issues (Users and Customers)
- Filter for Customers: Find your own Issues (Customers)
- Linked Issues to your OTRS Ticket (Customers)
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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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Filter for Customers: Find your own Issues
If you are a customerCustomer, you may like to create a Filter where you can from from time to time 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 "Manager Manage Filtes"
- Go to "Search" and on the field "Search" look for "customer"
- The filter "Filter for Customer" should apperappear:
- 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 (where to find my Customer Number)
) and Search for Issues - Carry out the search and after all After all you have to "Save"
Example:
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"!
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