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Issue Tracking Overview

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What are Issues?
Issues are action items that weren’t part of the original project plan, but impact the duration of a project. An Issue may be a software bug, an addition to scope that needs to be discussed, a ticket, or a request. In Mavenlink, Issues have the same functionality as Tasks, Deliverables, and Milestones, meaning that you can fill out a description, add custom fields, upload files and carry a conversation on an Issue, or even track time against it and add it to an invoice. Unlike Tasks, Deliverables, and Milestones, Issues have their own statuses (discussed in more detail below).

How should you use Issues?
Because Issues are visible to service providers and clients, you may want to consider introducing your client to Issues to manage their feedback. Issues are a great way to capture client requests and feedback because you can opt to accept an Issue as an action item by turning it into a task or deliverable.

To get started using Issues:
Click on the green + button located at the top right of your project’s Task Tracker.


You’ll then see the batch creation tool. Make sure to change your task type to Issue.
Now you can quickly enter as many Issues as you like using the return key to create a new row.

Make sure to click save to apply your new Issues to the project.

If you’re reporting a bug or something that needs to be fixed, it’s helpful to be descriptive about the problem you’re experiencing and how your experience is different than what you expected. Here’s an example format:

Issue Title: A brief description of the problem
Steps to Reproduce: The order of actions that led you to the problem
Expected Behavior: How you think it should work
Actual Behavior: How it actually worked

If you want to standardize a particular format for Issues, consider creating an Issue template using Mavenlink Templates. Set your Issue Tracking template to non-budgeted so that non-financial project participants can use it. You can then apply this Issue template to a project whenever you wish.

Once you’ve created an Issue, you can go to the linked conversation view to post some images or attach a Google file to provide further detail about your Issue. You may also want to @mention any individuals you’d like to notify of the Issue. Using Mavenlink’s private post functionality, you can always keep sensitive information private and add individuals to the conversation later as you see fit.

When should you use the different Issue statuses?
Issues come with a special set of statuses to capture the various resolutions and stages an Issue goes through in its lifetime.

These statuses are:

New: This is the default state of a newly created Issue. This status means that an Issue is not in progress. Selecting this status sets the percent complete to 0% (unless the Issue is a parent Issue, in which case the percent complete will roll-up from the sub-tasks or Issues).

Reopened: Use this status when an Issue was previously in a resolved state, but then had to be reinvestigated. You may want to use this status if you’re reviewing a fix and choose to reject it. Selecting this status sets the percent complete to 0% (unless the Issue is a parent Issue, in which case the percent complete will roll-up from the sub tasks or Issues).

In Progress: This status indicates that an Issue has been assigned to someone and is being worked on.

Blocked: When the assignee is unable to make progress on an Issue due to needing additional information or any other reason, use this status.

Fixed: This status indicates that the Issue has been fixed, but not verified (not yet resolved).

Duplicate: If there are two or more Issues that are for the same problem, use this status. Selecting duplicate sets the percent complete to 100% (unless the Issue is a parent Issue, in which case the percent complete will roll-up from the sub tasks or Issues).

Can’t Repro: If the assignee is unable to replicate the Issue, perhaps because the Issue was a pilot error, use this status. Can’t Repro sets the percent complete to 100% (unless the Issue is a parent Issue, in which case the percent complete will roll-up from the sub tasks or Issues).

Resolved: This is the default completion status for Issues. Select this when the fix has been verified. This status sets the percent complete to 100% (unless the Issue is a parent Issue, in which case the percent complete will roll-up from the sub tasks or Issues).

Won’t Fix: If after evaluating an Issue, the decision is made to not fix it, select this status. This status sets the percent complete to 100% (unless the Issue is a parent Issue, in which case the percent complete will roll-up from the sub tasks or Issues).

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