Jira Concepts - Issues

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.

For Regular Issues
Access Management
Change Management
Customer Request
Incident Management
Internal Request
Problem Management
On-Board Support
Data Loading and Maintenance
Email Request
Requirement
Business Relationship Management
Supplier Management
External Supplier who help 1WS to provide customer services
Documentation Management
Maintenance
Cost to Serve
Service Portfolio Management
Release Management
Roles, Responsibilities, and SLA
Service Knowledge Management System
Global Phone System
Global CRM
Global Ticketing System
Global Customer Communication System
Continual Service Improvement (CSI)
People
Process
Technology
Partners
Culture
Governnance
Employee Development
Quality Assurance
Training
Support Programs
Customer Programs
Demand and Capacity
Data Analytics
DLM+ (GDSN Only)
DLM+ (PI Only)
DLM+ (GDSN + PI)
Image Capture Only
Image Capture Only
Voicemail
Phone
Phone
IT Help
For general IT problems and questions. Created by JIRA Service Desk.
Service Request
Created by JIRA Service Desk.
Service Request with Approvals
For requests that require approval. Created by JIRA Service Desk
Task
A task that needs to be done.
Sub-task
The sub-task of the issue
Bug
A problem which impairs or prevents the functions of the product.
New Feature
A new feature of the product, which has yet to be developed.
Support
For customer support issues. Created by JIRA Service Desk.
Incident
For system outages or incidents. Created by JIRA Service Desk.
Change
Created by JIRA Service Desk.
Problem
Track underlying causes of incidents. Created by JIRA Service Desk.
For Sub-Task Issues
CSI - Technology
CSI Technology Metrics
CSI - Process
CSI Process Metrics
CSI - Service
CSI Service metrics
CSI - Partners
CSI Partner metrics
Sub-Task JIRA
Sub-Task Requirement
Sub-Task People
Sub-Task Process
Sub-Task Technology
Sub-Task Partners
Sub-Task Culture
Sub-Task Governance
Sub-Task Employee Development
Sub-Task Quality Assurance
Sub-Task Training
Sub-Task Support Programs
Sub-Task Customer Programs
Sub-Task CRM
Sub-Task Customer Communication System
Sub-Task Partners (CGS)
Sub-Task Partners (RDI)
Sub-Task Partners (GS1 US)
Sub-Task Partners (Valiantys)
Sub-Task Partners (KM)
Sub-Task Demand and Capacity
Sub-Task Data Analytics
Sub-Task SSP
Sub-Task SMS
Service Model Summit Sub Task
Sub-Task Omni
Sub-Task Five9
Sub tasks for the Five9 project.
Sub-Task Cost to Serve
Cost to Serve Work-stream
Sub-Task Service Portfolio Management
Sub-Task Release Management
Sub-Task Roles and Responsibilities
Sub-Task SKMS
Sub-Task

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.

1 Blocker
This problem will block progress.
2 Critical
Serious problem that could block progress.
3 Major
Has the potential to affect progress.
4 Normal
Normal problem or easily worked around.
5 Minor
Minor problem with little or no impact on progress.
6 Trivial
Trivial problem with little or no impact on progress.
Blocker
The problem will block progress.
High
Serious problem that could block progress.
Medium
Has the protential to affect progress.
Low
Minor problems or easily worked around.
Minor
Trivial problem with little or no impact on progress.

Statuses

Status Categories

Helps identify where an issue is in its lifecycle.
Issues move from To Do to In Progress when work starts on them, and later move to Done when all work is complete.

Done

Represents anything for which work has been completed

In Progress

Represents anything in the process of being worked on

No Category

A category is yet to be set for this status

To Do

Represents anything new

Issue 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.
Declined
This was auto-generated by JIRA Service Desk during workflow import
Waiting for support
This was auto-generated by JIRA Service Desk during workflow import
Waiting for customer
This was auto-generated by JIRA Service Desk during workflow import
Pending
This was auto-generated by JIRA Service Desk during workflow import
Canceled
This was auto-generated by JIRA Service Desk during workflow import
Escalated
This was auto-generated by JIRA Service Desk during workflow import
Waiting for approval
This was auto-generated by JIRA Service Desk during workflow import
Work in progress
This was auto-generated by JIRA Service Desk during workflow import
Done
This was auto-generated by JIRA Service Desk during workflow import
Waiting for Customer Feedback
2nd Request for Customer Feedback
Agent Follow Up Needed
Pending Auto Close
Log Change
Review Change
Assess Change
Evaluate Change
Prioritize Change
Remediation
Evaluate Impact
Authorize Change
Identification
Logging
Categorization
Prioritization
Diagnosis
Investigation & Diagnosis
Resolution & Recovery
Detection
Workaround
Known Error Record
Resolution
Awaiting CAB approval
This was auto-generated by JIRA Service Desk during workflow import
Planning
This was auto-generated by JIRA Service Desk during workflow import
Awaiting implementation
This was auto-generated by JIRA Service Desk during workflow import
Implementing
This was auto-generated by JIRA Service Desk during workflow import
Peer review / change manager approval
This was auto-generated by JIRA Service Desk during workflow import
Completed
This was auto-generated by JIRA Service Desk during workflow import
Under investigation
This was auto-generated by JIRA Service Desk during workflow import
Under review
This was auto-generated by JIRA Service Desk during workflow import
Approved
Cancelled
Rejected
New
Discovery
Product Loading Walkthrough
Follow-up Walk through
5 Day Follow Up
10 Day Follow-up
60 Day Pre-Transition
90 Day Transition
Unresponsive
To Do
Waiting for Response
BLOCKED
Dev Complete
QA Ready
Confirmed
Backlog
A requested update that has been vetted by a Program Manager.
Sprint Backlog
A request that will be added to a future sprint.
OA waiting for DCI Response
DCI Requested Additional Information
Waiting for Recipient Feedback
Customer Authorization
30 Day Support
30 Day Support
60 Day Support
60 Day Support
90 Day Support
Snap 36 Processing Images

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.

Done
Work has been completed on this issue.
Won't Do
This issue won't be actioned.
Duplicate
The problem is a duplicate of an existing issue.
Declined
This issue was not approved.
Known Error
The problem has a documented root cause and a workaround.
System Issues
Tickets created due to system issues.
Hardware failure
Software failure
Enhancement Request
Enhancement Request
Transitioned to Support
This is for customers who have completed the on-boarding process.
Transitioned to Engineering
Transitioned to Engineering
Transitioned to Sales
Support Queries that are a paid service should be forwarded to Sales
Transitioned to Plan Team
Transitioned CR to Plan Team for further evaluation & probable implementation
Bulk
Bulk Close completed
Pending Auto Close
Reporter Unresponsive
Reporter is unresponsive
Resolution needs Funding
Resolution needs Funding
Workaround