What you will learn
In this chapter, you will learn how to enter a new issue, attach a screen capture to it, and distribute it through the Issue Manager issue-tracking system. The details that you add to issues are important for tracking and resolving issues with Issue Manager.
New issues
When you enter a new issue, Issue Manager stores the issue in the SilkCentral repository and routes it to the appropriate inbox automatically based on the rules and workflow defined by your administrator (see the SilkCentral Issue Manager Administration Guide for details).
Any Issue Manager user can report new issues—no special security privileges or permissions are required. Issues entered by some users however may be marked Unreviewed, which means that another user needs to determine whether or not the issue is in fact an issue that should be tracked.
In addition to the information you provide in the various drop-down lists on the New Issue page, you can add details on the additional detail tabs which are listed below:
Note Many of the functions mentioned in this section can be made available to you at the discretion of your Issue Manager administrator. See the SilkCentral Issue Manager Administration Guide for details on configuring these features.
• History - Tells you when the issue was entered, who entered it, and all actions taken, and any other relevant notes. You can click a Changed On timestamp link to bring up a View History Item dialog for detailed information regarding each action that has been taken on the issue in the past.
• Customers - When you select the Customer tab and click the Add Customer button, a dialog is displayed that allows you to enter information about a customer who has reported the issue. The information is displayed on the Customers tab of the issue page.
• Attached Files - Offers three options: Add File, Remove, and Edit. Add File lets you upload files and attach them to the selected issue. Edit and Remove let you change/remove a file that was already uploaded.
• Testcases - Offers information about testcases that are relevant to this issue along with the scripts that are associated with the testcases and the current status of the testcases. Four options are available: Add Testcase, Edit Testcase, Run Testcase, and Remove Testcase. Add lets you associate SilkTest® testcases and information with an issue. Edit lets you edit the testcase information and specify additional files. Run lets you execute SilkTest testcases in SilkTest directly from Issue Manager. Remove detaches testcase files from the issue; it does not delete the file.
• Notification - This tab contains the email trigger information, or the New Notifications button if you wish to add more notification triggers to the existing triggers. Clicking this button displays a dialog that lets you add an email notification trigger to the issue. You may only add triggers if you have the Email Notification issue Triggers security privilege. Note that adding a notification trigger here only applies the trigger to the currently selected issue. To define global notification triggers, please refer to the SilkCentral Issue Manager Administration Guide.
• Custom - The Custom tab allows you to enter additional information about the new issue. The Issue Manager Administrator defines the fields that are available here.
For more information regarding these tabs, see “Adding Other Details to Issues”.
Attaching screen captures
SilkCentral Issue Manager has been integrated with TechSmith’s SnagIt„ screen capture utility so that you can easily capture screen images of error conditions. With SilkCentral’s Upload Manager, you can attach screen captures (or other file types) to issues to facilitate issue reproduction. Or you can capture images that can be used as the basis for creating new issues. See “Using Upload Manager” for details.
Actions you can take on issues
Your administrator defines the actions that you are permitted to take on new issues. Permitted actions appear as buttons on the New Issue page. The list of available actions varies depending on whether you are entering a new issue or processing an existing issue. The list of actions also depends on the current state of the issue. See your administrator for more information.
There are only two available actions for new issues:
• OK - Saves the new issue and updates the fields for which you provided information.
• Cancel - Removes all information from the fields on the New Issue page.