INFO

h1. How to create a new issue

To create a new issue, please login. (If you don't have access to our CRM system yet, please click [[info:How_to_apply_for_access|here]] for more information.)

h2. Before you create a new issue

Please make sure that

* none of your colleagues reported an issue in the same topic previously,

* there is no preannounced maintenance related to:

** the system you are using (see the Banner in the header)

** our central infrastructure (see the Home page ### LINK)

h2. Creating new issue

1) *Select the relevant service / system* (top-right corner of the screen)

!en_project_dropdown.png!

2) Click on the *New issue* tab and fill the following fields:

!en_new_issue.png!

2.1) *Tracker*: Please choose from the values below. (The available options are depending from your organization’s contract.)

* +Operational error+: If a system / service doesn't work or slowed down significantly. _(Free activity.)_

* +Support+: Any issue which can't be classified into the other categories. _(Free activity, for activities covered in the contract within the available time frame.)_

* +Warranty repair+: For fixing functional failures in the system developed by INITON. _(Free activity.)_

* +Request for proposal+: For preliminary inquiry, when a new request arises. _( Free activity, which becomes order, if the proposal is accepted.)_

* +Order+: To order a new task, without a preliminary request for proposal. _(Subject to charges. It will be done only after prior approval.)_

* +Complain+: If we made a mistake. _(Free activity.)_

2.2) *Subject*: Short text, which clearly describe the topic of the issue. The general descriptions should be avoided ("Error", "Please help", etc.).

2.3) *Description*: A longer description, which contains all relevant information. Error message or log entry can be included in the text, and files also can be added by *Files block* at the bottom of the form.

2.4) *Status*: The issues will be created in New status.

2.5) *Priority*: The importance of the issue. (Please select Immediately and Urgent values only in inevitable situations.)

2.6) *Environment* If the system / service is available in different environments, you can select the related one:

* ALL: All environments

* PROD: Production environment

* TEST: Test environment

* EDU: Educational environment

* DEMO: Demo environment

2.7) *Watchers*: You can add users, who will be notified by e-mail about the issue modifications.

After completion of the form, the issue can be recorded by the *Create button*.

h2. More information

* You can find more information about the issue handling here. ###LINK

* The *previous issues and their current status* are available on the *Issues tab*.