Issue Status Management

Overview

The Issue Status module manages the different states that issues can have throughout their lifecycle. It provides a flexible system for defining issue statuses with specific requirements for notes, media attachments, and workflow control.

Getting Started

Accessing Issue Status Management

• Navigate to Issues → Issue Settings from the main menu
• Click on the "Issue Statuses" tab
• You'll see a list of all issue statuses organized by Open and Closed categories

Issue Status Structure

Status Categories

Open Statuses:

• Issues that are active and can be worked on
• Examples: "Open", "In Progress"
• Issues in open statuses appear in active issue lists

Closed Statuses:

• Issues that have been completed or terminated
• Examples: "Resolved", "Can't Do"
• Issues in closed statuses are considered finished

Default Statuses

System Defaults:

• Open (Open Status)
  • New issues start in this status
  • Issues ready to be assigned and worked on
• In Progress (Open Status)
  • Issues currently being worked on
  • Active work in progress
• Resolved (Closed Status)
  • Issues that have been resolved successfully
  • Final status for completed issues
• Can't Do (Closed Status)
  • Issues that cannot be resolved
  • Used when issues are impossible or blocked

Creating Issue Statuses

Creating a New Status

Step 1: Open Create Form

• Click the "New" button in the Issue Statuses page
• A modal form will appear with status configuration options

Step 2: Basic Information

• Name: Enter a descriptive status name (required)
• Example: "Under Review", "On Hold", "Cancelled"

Step 3: Evidence Requirements

• Note Required: Check if notes are mandatory for this status
• Media Required: Check if file attachments are required
• Is Open Status: Determine if this is an open or closed status

Step 4: Save Status

• Click "Save" to create the new issue status
• The status will be added to the appropriate category

Status Configuration Options

Evidence Requirements:

• No Evidence Required: Status can be set without additional information
• Note Required: Users must provide comments when setting this status
• Media Required: Users must attach files when setting this status
• Both Required: Both notes and media are mandatory

Status Type:

• Open Status: Issues in this status are considered active
• Closed Status: Issues in this status are considered finished

Managing Issue Statuses

Status Operations

Editing Status:

• Click the edit icon (pencil) next to the status
• Modify the status name or requirements
• Click "Save" to update the status

Activating/Deactivating:

• Use the toggle switch to enable/disable statuses
• Green: Status is active and available for use
• Gray: Status is inactive and cannot be used

Deleting Status:

• Click the delete icon (trash) next to the status
• Confirm deletion in the popup dialog
• Note: Default system statuses cannot be deleted

Status Restrictions

Protected Statuses:

• Default system statuses cannot be deleted
• These include: "Open", "In Progress", "Resolved", "Can't Do"
• Protected statuses can be edited but not removed

Status Dependencies:

• Statuses with active issues cannot be deleted
• Must reassign or resolve all issues before deletion
• System prevents deletion of statuses in use

Status Requirements

Note Requirements

When Notes Are Required:

• Users must provide comments when changing to this status
• Comments help track why the status was changed
• Useful for audit trails and communication

Note Examples:

• "Under Review": "Issue submitted for manager approval"
• "On Hold": "Waiting for external vendor response"
• "Cancelled": "Issue scope changed, no longer needed"

Media Requirements

When Media Is Required:

• Users must attach files when setting this status
• Files provide evidence of issue resolution or status change
• Supports various file types (images, documents, videos)

Media Examples:

• "Resolved": Photos of resolved issue
• "Under Review": Screenshots or documents for review
• "On Hold": Supporting documentation for delay

Combined Requirements

Both Notes and Media:

• Users must provide both comments and attachments
• Ensures comprehensive documentation of status changes
• Provides complete audit trail

Status Workflow

Status Transitions

Open to Open:

• Issues can move between open statuses
• Example: "Open" → "In Progress" → "Under Review"

Open to Closed:

• Issues can be resolved or terminated
• Example: "In Progress" → "Resolved" or "Can't Do"

Closed to Open:

• Issues can be reopened if needed
• Example: "Resolved" → "In Progress" (for revisions)

Workflow Rules

Automatic Validation:

• System checks required evidence before status change
• Prevents status changes without required information
• Ensures compliance with status requirements

Status History:

• All status changes are logged with timestamps
• Complete audit trail of issue progression
• User accountability for status changes

Status Organization

Visual Organization

Category Display:

• Open Statuses: Listed in the "Open Status" section
• Closed Statuses: Listed in the "Closed Status" section
• Clear Separation: Visual distinction between active and finished issues

Evidence Indicators:

• Tags: Visual indicators for evidence requirements
• Note Tag: Blue tag for note requirements
• Media Tag: Green tag for media requirements
• No Evidence: Gray tag when no evidence is required

Best Practices

Status Naming

Clear and Descriptive:

• Use clear, descriptive status names
• Avoid ambiguous terms
• Be consistent with naming conventions

Examples of Good Names:

• "Under Review" (clear action)
• "On Hold" (clear state)
• "Pending Approval" (clear requirement)

Examples to Avoid:

• "Status 1" (unclear meaning)
• "Maybe" (ambiguous)
• "Done-ish" (unprofessional)

Status Requirements

Appropriate Requirements:

• Only require evidence when necessary
• Balance documentation needs with user convenience
• Consider workflow impact of requirements

Requirement Guidelines:

• Note Required: For status changes that need explanation
• Media Required: For status changes that need evidence
• Both Required: For critical status changes

Status Management

Regular Review:

• Periodically review status usage
• Remove unused statuses
• Update status requirements as needed

User Training:

• Train users on status meanings
• Explain evidence requirements
• Provide examples of appropriate usage

Troubleshooting

Common Issues

Status Not Saving:

• Check if status name is provided
• Verify user permissions
• Check for duplicate status names

Cannot Delete Status:

• Verify status is not in use
• Check if it's a protected system status
• Ensure all issues are reassigned

Evidence Not Saving:

• Check file size limits
• Verify file type is supported
• Ensure required fields are completed

Getting Help

Support Resources:

• Check this help documentation
• Review status examples
• Contact system administrator

Administrator Contact:

• For permission issues
• Status configuration problems
• Workflow integration questions

Quick Reference

Status Categories

• 🟢 Open Status: Active issues that can be worked on
• 🔴 Closed Status: Finished issues that are complete

Evidence Requirements

• 📝 Note Required: Comments mandatory for status change
• 📎 Media Required: File attachments mandatory for status change
• 📋 No Evidence: No additional information required

Action Icons

• ✏️ Edit: Modify status configuration
• 🗑️ Delete: Remove status (if allowed)
• 🔄 Toggle: Activate/deactivate status

Default Statuses

• 📋 Open: New issues ready to start
• 🔄 In Progress: Issues currently being worked on
• ✅ Resolved: Issues resolved successfully
• ❌ Can't Do: Issues that cannot be resolved