Issue Lifecycle

All users can list issues. However, only the Issue Manager can change the owner or the type for an issue.

The Issue lifecycle includes these states:

Create

An issue can be created by any user. Upon creation of an Issue depending on the Category and Classification the issue owner of the Issue is changed to an Issue Manager associated with that Classification.The issue manager begins the analysis of the Issue and enters the Estimated Dates, and then promotes to the Assign state.

Assign

This state assigns person(s) to the issue. Optionally, the owner of the issue can complete the issue early if a resolution was executed. A resolution can be as simple as a phone call to the customer or a user error. A person get notified as soon as he is added as an assignee to an issue. A notification is send to the originator that the issue is being looked into. The Estimated Start and Finish Date cannot be changed beyond this point.

Active

Upon promotion to this state, the Actual Start Date is automatically populated with the system date. The issue is now considered started and Assignee(s) can work on the issue.

Review

Issue is sent for Approval, using the routing for approval process.

Closed

Upon promotion to this state, the Actual End Date is automatically populated with the system date. The Issue is now considered closed. Upon closure of the issue the originator needs to be notified that the issue has been Closed.