Occasionally, after initial setup is complete, you will have routine administrative tasks to perform. This section describes a few of the most common tasks.
To avoid problems, you should perform administrative tasks when no other users are logged in to Issue Manager. For example, performing these tasks during off-peak hours prevents users from logging issues against a new product for which you have not yet entered routing rules.
For a new user, you will need to:
• Create an inbox, if needed, before setting up the account.
• Set up a new account, associating the account with an existing group and, if necessary, a default inbox.
• Add the user’s inboxes to the routing rules if the user needs to receive issues via automatic routing.
When a user leaves your organization, you should:
• Immediately deactivate the user’s account so that he or she cannot log in (you cannot delete an account if a user has created or modified issues).
• Replace any references to the user’s inbox in the routing rules with another inbox. This step prevents new issues from being sent to this inbox. Note that changes to routing rules should be made when no other users are logged in to Issue Manager.
• Clear out the user’s inbox by reassigning the issues to other inboxes.
• Delete the user’s inbox.
You will need to update group assignments when users change jobs. For example, say that Sarah, a QA engineer, moves to Development. You will also need to modify the routing rules so that users will receive issues that are appropriate for their new responsibilities. For example, Sarah should now receive issues that are ready for Development’s attention rather than QA’s.
When users change projects, you need to modify the routing rules to reflect their current responsibilities. You also need to make sure that the default inbox is still appropriate. For example, say that Judy is a writer who used to write manuals for Product A, but now documents Product B. Judy’s default inbox, Judy - Doc (Product A), should be changed to Judy - Doc (Product B).
Adding new product information
From time to time, you will need to:
• Add new products (and additional releases, platforms, and components for existing products).
• Alter your routing rules to accommodate new products, components, releases, and platforms.