Who tracks issues?

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)

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

Only the first one "Watching Issues" is available for Users that are not Customer. The second and the third option are just available for 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:

• 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  from time to time keep track of the status of the bugs you reported. For that goal, you would do the following:

1. Go to "Issues" on the top of the page
2. Click on "Manager Filtes"
3. Go to "Search" and on the field "Search" look for "customer"
4. The filter "Filter for Customer" should apper:
5. 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
6. Change the last field in the search, so that where it says "ACCxxx" you indicate your real Customer Account Number and Search for Issues
7. 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"!

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:

1. Go to "Issues" on the top of the page
2. Click on "Search for issues"
3. Go to "Project" and check "TIC - Trouble Ticket Management"
4. In the Search go 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) and the bug you reported in OTRS. The Fix is the linked issue you will find in the original issue you have searched for, where you access from. 

Example: