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 here for more information.)

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)

Creating new issue¶

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

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

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.

More information¶

• You can find more information about the issue handling here.
• The previous issues and their current status are available on the Issues tab.