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
Question
A question of a customer
Performance
A customer has a performance problem or question
Hosting
An issue concerning hosting
Notification
EXASOL initiates the topic, e.g. coordination of release wechsel, or no answer is required
Incident
An incident is an outage, a fault or malfunction of a service, an interruption of an operation and requires the intermediate recovery of a service to a state defined by SLAs
Investigation
Customer's issue will be investigated
Registration
Documentation
Training
RM Fixed Date
Fester Termin
RM Booked
Gebucht, aber noch kein fester Termin
RM Planned
Anfrage, noch nicht festgelegt
Jira Login
Request for Jira Access
Installation
An installation is a cluster rollout process from gathering information required to introduce (new) clusters to remote and onsite installations and basic introductory workshops with professionals
Explanation
Describes how a feature works, e.g. when the database creates or updates indexes
How To
Explains how to achieve a specific goal, e.g. how to allow a user to create, read and modify tables in a specific schema
Service
A service is a general support job, consultation on operation subjects and provision of individual solutions
Unclassified
Default issue type, which will be used when an issue will be created from an email. The issue has to be classified at least when resolved.
Update
Update workings include review, distribution and rollout of new software (versions) provided by EXASOL as well as assistance with migrations.
Workaround
Describes a work around if a specific problem occurs.
License 4
License for the EXASuite Version 4.2.x
Proof of Concept
LIcense 5
License for the EXASuite Version 5
Team Training
Individual training with customer specific content and schedule
Public Training
Public training with fixed content, schedule and location
Download Admin Documentation
Download Client
Download Drivers
Download EXASuite
Download EXASolo
Download Packages & SDKs
Download User Manual
Registration Wrapper
Download OLAP Connector
Download JDBC Driver
Download ODBC Driver
Download ADO.NET Driver
Download CentOS Patchlevel
Download EXA One Node
Idea
Procedure
DB Instance
Cluster
Research
Tableau Turbo
License for Tableau Turbo
Telco
Download CentOS Cumulative Patch
Download EXASolo Beta
Download EXAmigration
Account watching
Watching tickets from certain account groups
Download EXASOL Free Small Business Edition
Technical Advice
OnBoarding
Create and send OnBoarding Presentation
Sizing & Planning
Up- & Cross Selling
Service Review
Create or Update Licenses
Customer Alert
Quotation or Contract Negotiations
Epic
Created by Jira Software - do not edit or delete. Issue type for a big user story that needs to be broken down.
Story
Created by Jira Software - do not edit or delete. Issue type for a user story.
Exacademy Training
False Alert
Alert that turned out to be not an issue at all
Work Order
Work order issued by Salesforce Contract
Standard Change
Purchase Invoice
Purchase Order's Invoice
Change
The addition, modification or removal of anything that have an effect on IT Services.
Problem
A cause of one or more incidents.
Purchase Order
PO Project Purchase Order Issue
Service Request
A formal request from a user for something to be provided
New Content
New content in documentation is to be added.
Security Incident
Security Event
Vulnerability
Report Request
Report Request:
Slice
Emergency Change
Changes that must be implemented immediately, for example to resolve a Major Incident:
Standard Assets
Procurement Process
IT Equipment
Hardware for Business
New Software/Tool/System
Consulting/Software Development
Contracts/Insurances/Events
Trainings/Specialist Literature
Promotion Article/Gifts
create Teamsproject
To add a new MS Teams project (standard information request)
Customer
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.
Task
A task that needs to be done.
Improvement
An improvement or enhancement to an existing feature or task.
For Sub-Task Issues
Update Sub-Task
Installation Sub-Task
Service Sub-Task
Training Registration
Registration Community
Registration EXASolo
Registration MyEXASOL
Registration Public Demo
Node
Switch
License Server
Training Interest
Invoice
Invoice for trainees
On-site visit
Customer Survey
Sub-task
The sub-task of the issue
Call Log
Roadmap Log
Statistics Review Log
Workshop
Project
Escalation

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.

Blocker
Business-critical processes are affected, e.g. highly important processes with fixed timing cannot be carried out and there is no way to work around the problem
Major
Important functionality is affected, e.g. highly important processes can only be carried out with complex or time-consuming work-arounds
Normal
Individual, less important functionality can only be used with a work-around
Minor
Errors or queries with respect to Products with less urgency
Nice to have
Cosmetic problem
Medium
Created by JIM during import process
High
Created by JIM during import process
Low
Created by JIM during import process
Lowest
Created by JIM during import process
Highest
Created by JIM during import process

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.
Replied
The customer has got an answer to his/her question
Prepared
An answer has been prepared
Approved
The prepared reply can be sent
Called
The customer has been called
EXASOL Investigating
Waiting for EXASOL
EXASOL reaction is needed
Waiting for customer
Additional information or verification has been requested
Invoiced
The issue was invoiced
Done
To Do
Registered
Registration unconfirmed
Registration has not been confirmed within 24 hours
Registration pending
The reporter gets an E-Mail to confirm the registration
Reminded
Rejected
Extended
De-Activated
Removed
Account Created
Account extension requested
Duplicated
For Invoice
An invoice should be created for the Issue
Waiting for Hosting
Acknowledged
Waiting for verification
Waiting for Developer
Deferred
Scheduled
Waiting for Product Support
Draft
A solution has been created and cannot be seen by anyone except of EXASOL-Group
Published
The issue was approved by a solution manager and can now be read by EXASOL-Group. Customers and partners have access to this solution if it has been made public
Waiting for Scheduling
Waiting for QM
Inactive
Escalated
Ready for Invoice
Shipment Lookup
An intermediate step before the issue is marked as invoiced. The issue will remain in this state only if the shipment lookup has not be successful
Notified
License requested
License granted
License request rejected
License invalidated
License Sent
In Preparation
Prepare test environment etc.
Execution
POC is being conducted
In Finalisation
Documentation, Sizing, etc.
Completed
PROC is done
Cancelled
Aborted
Confirmed
Training will take place
Unable to attend
Participated
Planned
Training is planned, but not scheduled yet
Registration Confirmed
Awaiting User Manager Approval
The confirmation of one of the MyEXASOL User Managers is needed to complete registration
Registration Rejected
Awaiting Admin Approval
Some problem occurred during PIN lookup. Either PIN did not match a valid PIN or no MyEXASOL User Manager was found.
Waiting for IT Service
Idea created
Edited
The customer changed some fields
E-Mail In Progress
Escalated Internally
Escalated to Management
SF Data Updated
1st Level Issue Created
Copied
Verified
The procedure is tested and verified
Deprecated
Active
Obsolete
In Design
The assignee is actively working on the design of this issue
QA
This issue is finished to the best knowledge of the assigne (including tests) and ready for QA review
In Development
This issue is worked on by the assignee (including writing and evaluating tests)
In Review
Telco Created
Telco has been created and is ready to use.
Telco Closed
Telco has been finished and can no longer be used.
POC Won
POC Lost
POC Completed
Training Scheduled
Training Cancelled
Training Done
Training Confirmed
Confirmation Pending
Waiting for confirmation by EXASOL
Confirmed by EXASOL
Training Attendance confirmed by EXASOL
Training Attendance Cancelled
Waiting for Support
Need Storno
Invoice needs to be cancelled in salesforce.
On Wait List
All training slots used; waiting for additional or opening slots.
On Hold
Downtime
Ongoing certification
Passed
Failed
Autoconfirmed
Certified
Backlog
Selected for Development
Ready
The issue is ready to begin working with.
Waiting
The Issue is waiting for external input.
Doc Draft
Documentation Draft
Peer Review
First in-team review
Under Review
The item is being reviewed by the client.
Reviewed
The item has been reviewed.
Investigating
Technical Review
Changes Needed
Ready to Publish
Review / Test
This status is managed internally by Jira Software
Qualification
Input needed
Preparation
Estimation
Test
Review
DEMO
BAU
This status is managed internally by Jira Software
Blocked
This status is managed internally by Jira Software
Refinement
This status is managed internally by Jira Software
WAITING FOR APPROVAL
In Design Done
In Implementation
In Implementation Done
In Design Done
This status is managed internally by Jira Software
User Story
This status is managed internally by Jira Software
Sprint Backlog
This status is managed internally by Jira Software
In Documentation
Ready for Review
This status is managed internally by Jira Software
On Hold / Feedback
Waiting for Signature
Signed and Ready
Ordered
Review by Line Manager

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.

Fixed
A fix for this issue is checked into the tree and tested.
No Need to Fix
The problem described is an issue which will never be fixed.
Duplicate
The problem is a duplicate of an existing issue.
Incomplete
The problem is not completely described.
Cannot Reproduce
All attempts at reproducing this issue failed, or not enough information was available to reproduce the issue. Reading the code produces no clues as to why this behavior would occur. If more information appears later, please reopen the issue.
Done
Won't Do
This issue won't be actioned.
Published
Solution has been published
Obsolete
Solution has been obsoleted (by another solution?)
aborted