JIRA - Local help

JIRA tracks issues, which can be bugs, feature requests, or any other tasks you want to track.

Each issue has a variety of associated information including:

  • the issue type
  • a summary
  • a description of the issue
  • the project which the issue belongs to
  • components within a project which are associated with this issue
  • versions of the project which are affected by this issue
  • versions of the project which will resolve the issue
  • the environment in which it occurs
  • a priority for being fixed
  • an assigned developer to work on the task
  • a reporter - the user who entered the issue into the system
  • the current status of the issue
  • a full history log of all field changes that have occurred
  • a comment trail added by users
  • if the issue is resolved - the resolution
Issue Types

JIRA can be used to track many different types of issues. The currently defined issue types are listed below. In addition, you can add more in the administration section.

Bug
A problem which impairs or prevents the functions of the product.
Customer Service Request
An issue reported by a customer
Defect
Product Defect
Enhancement
Product Enhancement
External Environment
External Environment Issues
Improvement
An improvement or enhancement to an existing feature or task.
Incident
An issue reported by a customer
Information Request
Product Information
Internal Environment
Knowledge-base
New Feature
A new feature of the product, which has yet to be developed.
Non Production
Non Production Issue
Orders
New Orders
PS Request
Ad-hoc Professional Services Requests
Production
Production Issue
Project
Project Issue
RCATS Internal Tickets Issue Type Scheme
To be used with RIN tickets
RMA
Return Material Authorizations
Requests
Default Issue type
Task
A task that needs to be done.
TeamTrack Ticket
Priority Levels

An issue has a priority level which indicates its importance. The currently defined priorities are listed below. In addition, you can add more priority levels in the administration section.

P1 - Critical
"Priority 1 Defect" (or "Critical") means the System is unusable, produces significant errors, or fails catastrophically in response to internal errors, user errors, or incorrect input files. The System does not perform most of its documented functions and performance is materially degraded.
P2 - Major
"Priority 2 Defect" (or "Major") shall mean the System is usable, performs most, but not all of its documented functions.
P3 - Minor
"Priority 3" (or "Minor") shall mean a Defect in the System which causes only a minor impact in the use of the System and does not affect service.
P4 - Info Request
"Priority 4" (or "Information Request or No Impact") shall mean a Defect that can be resolved via documentation or licence update.
P5 - Enhancement
"Priority 5" (or "Enhancement Request") shall mean a request has been submitted for additional functionality to be added to the product
Statuses

Each issue has a status, which indicates the stage of the issue. In the default workflow, issues start as being Open, progressing to In Progress, Resolved and then Closed. Other workflows may have other status transitions.

Open
The issue is open and ready for the assignee to start work on it.
In Progress
This issue is being actively worked on at the moment by the assignee.
Reopened
This issue was once resolved, but the resolution was deemed incorrect. From here issues are either marked assigned or resolved.
Resolved
A resolution has been taken, and it is awaiting verification by reporter. From here issues are either reopened, or are closed.
Closed
The issue is considered finished, the resolution is correct. Issues which are closed can be reopened.
Open in Assessment
Ticket being reviewed for impact
Open in Resolution
Issue has been assigned but not worked.
Resolution Pending
Actively working towards implementing code changes, License Request and/or Final Analysis
Open in Verification
In Verification waiting to be acted upon.
In Progress - Verification
Issue being verified that fix was applied correctly
Frozen
Issues has been committed to a fix version
Proposed
Issue is slotted for the fix version
Evaluation
Resolution
Verification
Estimation
Under Analysis
Determine how the issue should be handled.
In Development
The issue is being addressed by the development team
On Hold
The issue cannot be worked on. Waiting. See Reason Code and Reason Description.
Assigned
Monitor
Review
Sustaining
Work-In-Progress
In Prod Develop
in TIERONE TNP Product group
In 3rd Party
In 3rd party vendor support
in Prof Services
in TIERONE Managed services group
Work in Progress
Analysis of request complete; work to complete resolution
Under Investigation
Issue is being investigated by the development team
Rework
This incident was set to resolved, but the resolution was deemed incorrect.
Scheduling
Plan Patch/Release or configuration installation
Fix Pending
A temporary fix or workaround is available; permanent fix being worked on
Fix Scheduled
Release with which fix will be applied has been determined
In Prod Mgmt
In Prod Mgmt
Approved
Merge
Ticket requires to be merged.
Resolutions

An issue can be resolved in many ways, only one of them being "Fixed". The defined resolutions are listed below. You can add more in the administration section.

Resolve
This issue will be or has been resolved.
Deferred
The problem described is an issue which will not be addressed at this time.
Duplicate
The problem is a duplicate of an existing issue.
Incomplete
The problem is not completely described.
Cannot Reproduce
All attempts at reproducing this issue failed, or not enough information was available to reproduce the issue. Reading the code produces no clues as to why this behavior would occur. If more information appears later, please reopen the issue.
No Action Required
Issue was added in error.