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
- Aufgabe
- Eine zu erledigende Aufgabe.
- Service Request with Approvals
- For requests that require approval. Created by Jira Service Management
- Serviceanfrage
- Erstellt durch JIRA Service Desk.
- Task
- A task that needs to be done.
- Service Request
- Created by JIRA Service Desk.
- Unteraufgabe
- Die Unteraufgabe dieses Problems
- IT Help
- For general IT problems and questions. Created by Jira Service Management.
- lost shipment
- tax free request
- fine jewelry
- pickup request
- Storno request
- customer request
- rearrangement
- Swaps
- credit
- customer complaint
- spare parts order
- payment confirmation
- refund shipping/article discount
- chargeback
- police request
- fraud
- payment disorder
- bank data
- AutoCode
- stock complaint
- Headoffice
- paypal
- Investiongations
- Investigations
- address change
- Incoming Goods
- lost shipment (UPS)
- carrier refund
- lost shipment (DHL Express)
- lost shipment (FedEx)
- lost shipment (DHL Stand.)
- lost shipment (DHL Standard)
- Headoffice_US
- paypal payments from US
- Headoffice_UK
- paypal payments from UK
- Headoffice_HK
- paypal payments from HK
- Procurement
- delivery request
- lost booking
- Personal Shopping
- label request
- mixed order
- return problem
- second delivery
- wrong item
- refund
- defective return
- investigation
- not myt item
- overdue return
- partner returns
- public relations
- missing parts
- recall required
- internal request lej
- heavy returners
- Measurement
- customs request
- claims request
- payment request
- return request
- exchange request
- carrier request
For Sub-Task Issues
- Sub-task
- The sub-task of the issue
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
- The problem will block progress.
- Highest
- This problem will block progress.
- High
- Serious problem that could block progress.
- Medium
- Has the potential to affect progress.
- Low
- Minor problem or easily worked around.
- Lowest
- Trivial problem with little or no impact on progress.
- Minor
- Trivial problem with little or no impact on progress.
- Prio 1 (highest)
- blocker
- Prio 2
- most important
- Prio 3
- Prio 4
- Prio 5
- Prio 6
- Prio 7
- Prio8
- Prio9
- Prio 10 (lowest)
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.
- New
- A new Mail arrived.
- 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 cannot be reopened.
- New Reply
- A new answer was received.
- Waiting for customer
- Wurde während das Arbeitsablaufimports automatisch von JIRA Service Desk generiert
- Pending
- Wurde während das Arbeitsablaufimports automatisch von JIRA Service Desk generiert
- Canceled
- Wurde während das Arbeitsablaufimports automatisch von JIRA Service Desk generiert
- Escalated
- Wurde während das Arbeitsablaufimports automatisch von JIRA Service Desk generiert
- Waiting for approval
- Wurde während das Arbeitsablaufimports automatisch von JIRA Service Desk generiert
- Work in progress
- Wurde während das Arbeitsablaufimports automatisch von JIRA Service Desk generiert
- Done
- Waiting for brand
- Wurde während das Arbeitsablaufimports automatisch von JIRA Service Desk generiert
- Waiting for CC
- Waiting for int. Feedback
- (springgreen)
- Forward CC
- Waiting f. feedback
- on hold
- Declined
- This was auto-generated by JIRA Service Desk during workflow import
- Awaiting CAB approval
- This was auto-generated by JIRA Service Desk during workflow import
- Planning
- This was auto-generated by JIRA Service Desk during workflow import
- Awaiting implementation
- This was auto-generated by JIRA Service Desk during workflow import
- Implementing
- This was auto-generated by JIRA Service Desk during workflow import
- Peer review / change manager approval
- This was auto-generated by JIRA Service Desk during workflow import
- Open
- This was auto-generated by JIRA Service Desk during workflow import
- Completed
- This was auto-generated by JIRA Service Desk during workflow import
- Under investigation
- This was auto-generated by JIRA Service Desk during workflow import
- Under review
- This was auto-generated by JIRA Service Desk during workflow import
- Waiting f. shipment
- data migration
- Shipment done
- Waiting for support
- This was auto-generated by JIRA Service Desk during workflow import
- Claims
- IG need support
- Brand Reply
- Awaiting Brand Reply
- Copy Brand Field
- brand_copy
- Parcel Declined
- import
- Waiting f. Customs Documents
- Voravis
- Awaiting Response
- A message was sent and waiting for response.
- Order required
- A new order request and needs to be ordered.
- Awaiting Delivery
- Order was placed and waiting for delivery.
- Order received
- Placed order is now arrived and ready for booking.
- Waiting for ext. Response
- New Internal Reply
- internal comment within the SD is added
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.
- Done
- Work has been completed on this issue.
- No further actions
- The issue is supposed to be completed.
- Won't Do
- This issue won't be actioned.
- Duplicate
- The problem is a duplicate of an existing issue.
- Declined
- This issue was not approved.
- Duplikat
- Das Problem ist ein Duplikat eines bestehenden Problems.
- Fertig
- Die Arbeit für diesen Vorgang wurde abgeschlossen.
- Reicht nicht
- Dieser Vorgang wird nicht ausgeführt.
- Unresolved
- Work on this issue is not complete.