Who tracks issues?
Issues in the SOS Change Management System are tracked by two groups of people:
- Users from Sourcefourge that have reported a Bug and that wants to follow the resolution of this Bug
- Customers that have reported a Bug in OTRS and wants to follow the resolution of this Bug
How to track issues?
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
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:
- Edits
- Deletions
- Attachments
- Comments
Example:
Filter for Customers: Find your own Issues
If you are a customer, you may like to create a Filter where you can keep track the status of the bugs you reported from time to time. For that goal, you would do the following:
- Go to "Issues" on the top of the page
- Click on "Search for issues"
- In the Search go to "More" and check "Label"
- Indicate your Customer Account Number and a list like this will appear:
Linked Issues to your OTRS Ticket
Another possibility for Customers to tracking issues, from bugs they reported in OTRS, is to look for the JIRA Issue containing the Ticket Number in OTRS. For that goal you need to do the following:
- Go to "Issues" on the top of the page
- Click on "Search for issues"
- Go to Project and check "TIC - Trouble Ticket Management"
- In the Search go to "Contains text" and indicate the Trouble Ticket Number
This issue is just an interface between the issue you want to track in JIRA and the bug you reported in OTRS. The fix, the issue you want to track, is a linked issue and you access from where you are clicking on the issue.