Issues

From Clarizen

The Issue Management subsystem will help you track issues or potential issues that are relevant to the products, services, or projects that you are responsible for.

You can use the Issues subsystem to manage requests, bugs, risks or standard issues.

The Issue Management module can be used to track information such as:

• Issue summary

• Who created the issue and whether the issue was submitted internally or by a customer

• Who resolved the issue, the exact work that was done to resolve it, and the costs incurred by your organization during its resolution

• Reject, deferment and all resolution details

Contents 1 Issues Panel 1.1 Filtering and Sorting 1.1.1 Show Toolbar 1.1.2 Filtering from Grid Columns 1.2 Issues Toolbar 1.3 Issues Grid 2 Issues Info Card 2.1 Properties 2.2 Customers 2.3 Related Work 2.4 Team 2.5 Attached Documents 2.6 Notes and Posts 2.7 Emails 3 Import Issues

Issues Panel

The Issues panel displays a flat list of all issue types that have been created through the system. The list can be filtered and sorted through to display specific issues of interest.

Filtering and Sorting

Filtering/Sorting can be done using the show toolbar or by clicking on individual columns in the grid.

Show Toolbar

The show toolbar allows users to filter through work items that are displayed in the grid below.

• The first drop down in the toolbar, labeled "Show", enables users to select the specific issue types of interest, either Issues, Bugs, Risks, Requests or All.

• The next drop down, labeled "In State" is used to select the state of the issue of interest.

• The "that are" drop down is used to select your role within the Issue

• The last drop down displayed in the Show Toolbar, labeled, "Columns" allows you to choose exactly what columns are shown in the grid. The views can be customized by individual users within the organization.

• Users can also use the Search box located within the Show Toolbar to search for work items containing the terms of interest.

Filtering from Grid Columns

You can easily filter and sort through the flat list of work items by clicking on individual column headers within the grid itself, and then selecting your filtering/sorting method from the pop up window (as seen in the picture above).

Once a filter has been set for one of the columns, it will be labeled as such, allowing you to view what columns are filtered and change/remove as needed.

Issues Toolbar

The toolbar allows you to preform action on the selected work items in teh grid.

The following list describes each action in order from left to right:

• "Add Issue" drop down allows you to create a new issue of any type, once the type is selected the relevant issue profile card is opened

• "Email To" allows you to select from a drop down, issue team members to email

• Delete the selected issue

• Copy the selected cell

• Paste the selected cell

• Edit the properties of the selected issue

• "Global Subscriptions for" allows you to select what type of issue emails you would like to be subscribed to. Upon creation or editing of that issue type you will be sent an email update.

• Export to Excel will export the displayed issues in the grid to an Excel file

• Import Issues will allow you to import issues from a .csv file into the system

Issues Grid

The grid will display a flat list of your Issues based on your filtering options.

Within the grid you have the ability to view and update the displayed issue fields.

Custom Fields and Business Rules can be created for Issues of all types to allow for full customization of the Issue subsystem including specific workflow and validation rules.

Right clicking on any of the issues within the grid view will open up a right click menu with a multitude of options.

Issues Info Card

Clicking on any of the tabs on the info card will open up a side panel and give you a detailed view of the following linked entities (from top to bottom):

Properties

Will display the Issue title and the description.

Clicking on the "Advanced" link will open up the full Issue property card.

Customers

Issues of all types can be linked to customers. This is especially useful when customers have reported issues or have requested a Change Request.

To Add a customer to an Issue click on the "Add" link at the top left hand side of the side panel. This will open up a list of all available customers within Clarizen.

To Remove a linked customer click on the "Remove" link.

To create a new customer click on the "Add New" link on the right hand side.

Related Work

Issues can be linked directly into work items. To create a link between an Issue and a work item, click on the "Link" icon on the top left hand side, and select the work item you'd like to link the selected issue.

To create a new work item within a project from the available list, click on the "Add Sub" drop down.

You can also link issues to work items from the Work Item and Current Project screens.

Team

Allows you to view and add team members to the Issue. Clicking on the "Add" link will open up the Resource Assignment Screen.

Attached Documents

Shows a list of all documents linked to the selected issue, and gives the ability to add a new document, and delete.

The grid will show document details including the document type, name and who attached the document to the issue.

Notes and Posts

In the Notes and Posts tab you have the ability to add new notes and create a new post for the selected issue as well as delete them, email them to team members or individuals.

The grid below shows the full list of attached notes and posts including details of the linked collaboration items.

Emails

The emails tab displays a full list of all emails linked to the selected issue.

This list includes all email threads that originated from the issue, and were later responded to via your email accounts outside of the system.

Import Issues

Clarizen allows you to batch import issues from a CSV file.

To import issues into Clarizen, click on the Import issues link from the #Toolbar, and then click on the Import from File option.

This is especially useful for new Clarizen users looking to import data from existing Issue Management solutions.

To guarantee best results, it is recommended to:

• Familiarize yourself with the Clarizen Issues subsystem
• Export a sample set of data from your current system in CSV format
• Download and use this worksheet to map the relevant fields
• Change the relevant column names in your CSV file to match the associated Clarizen field
• Change field values to match Clarizen pick list field values

Once you have set your CVS field names and values to match Clarizen's you are ready to import issues.

Upon completion of the import process, a list of imported issues will be displayed in the Import Issues grid, where fields can be edited as necessary.

Once you have completed editing, click OK and the issues will be uploaded into Clarizen.