Covers best practices for the user-generated issue management workflow.

• Video assumes you are already familiar with issues and who can use and action them.
• Does not cover system-generated issues.
• Assumes you have notifications selected when creating issues.
• Assumes the “In Progress” status is configured.
• Includes workflows for three assignee perspectives: Licensed Users, Reviewer Roles or User Groups, and Unlicensed Users.

Video

Issue Management Best Practices

1. The System Admin should ensure all users who will be assigned issues are added in user management with the appropriate privileges, including unlicensed users.

   Tip: For unlicensed users, set their company as something like “Unlicensed Users” to group them together and make them easier to find in the assignment drop-down.

2. When assigning issues to reviewer roles or user groups, a designated user within that role or group should be given the responsibility of triaging and re-assigning issues.
3. When creating issues, email notifications should be enabled for both the assignee and creator to ensure prompt action, especially for critical issues.
4. When viewing the issues listing, remember that by default it is filtered to open issues assigned to you, to see all issues, including those you created, you should remove or adjust the filters.
5. When an answer is not immediately available, set the issue to “Pending,” and utilize comments to track actions and input.
6. When cancelling an “Open,” “Pending,” or “In Progress” issue, always comment the reason it is being cancelled immediately before or after cancelling.
7. Closing an answered issue should only be done by the creator of the issue, rather than the assignee.

Workflow Images