Issue Tracking

Use this blueprint to better manage issue report and resolve process for your product/app.

13 steps 12 automations

Import this template free

Process steps

Determine channel of reporting

1 days from previous step

task

Determine whether this issue is reported by a client or an internal employee

Form fields in this step

Who reported the issue?

When was this issue reported?

Summarize the issue

Check for duplicate/similar bugs

1 hours from previous step

task

Determine whether this issue is actually a bug or an event that needs troubleshooting (from previous issue incidents)

Form fields in this step

Is this is a new bug?

Send helpful notification to client

1 hours from previous step

task

If the issue reported is an old/common incident, send support articles and troubleshooting help to the client in an email. If it is a new issue, let them know you are addressing it.

Form fields in this step

Body of the email to be sent

Screenshot for reference

Links to related support article(s

Link(s) to related support article(s)

Create a new ticket

1 hours from previous step

task

Please create a new ticket for this request:Name: {{reported-by-name-7643436}} Email: {{contact-email-7643437}} Issue: {{what-is-the-issue-7643435}} Please describe the issue in detail:What happens?When does it happen?Does it always happen?Under what circumstances is it happening now?What steps can you take to reproduce the event?

Form fields in this step

Describe the issue in detail

Enter issue number/URL

Prioritize and assign

2 hours from previous step

task

Prepare to pass issue to be fixed by dev team by adding more details :Ticket Number:{{enter-issue-number-url-7643440}} Issue: {{describe-the-issue-in-detail-7643439}}

Form fields in this step

Priority

Owner

Severity

Status

Version to fix it in

Application

Module

Send confirmation to client

2 hours from previous step

task

Acknowledge receipt of communication and summary of the issue ({{enter-issue-number-url-7643440}})Provide client with ticket numberor future reference and expected turnaround time.

Form fields in this step

Expected turn around time (in days)

Fix issue

1 days from previous step

task

Dev team analyzes and fixes the issue:Ticket number:{{enter-issue-number-url-7643440}} Description of the issue: {{describe-the-issue-in-detail-7643439}} Priority: {{priority-7643464}} Owner: {{owner-7643467}} Severity: {{severity-7643466}} Status: {{status-7643468}} Version: {{version-to-fix-it-in-7643465}} Application: {{application-7643470}} Module: {{module-7643469}} Category: {{category-7643471}}

Form fields in this step

Notes

Send to QA team for testing

1 days from previous step

task

QA team to test the fix on the reported issue.Notes from dev team: {{notes-7643475}}

Form fields in this step

Why was the issue occuring and how was it fixed?

Review and approve fix

2 hours from previous step

task

Please review and approve fix: {{why-was-the-issue-occuring-and-7643458}}

Form fields in this step

Is the issue resolved?

Approval Notes

Review feedback and fix issue

1 days from previous step

task

If the issue is not fixed as expected, Dev team works on the solution to provide a final fix.Please review approval notes and fix issue: {{approval-notes-7643462}}