What you will learn
In this chapter you will learn how to work with existing issues in the Issue Manager issue-tracking system. There are many options for working with issues, many of which are determined by your Issue Manager Administrator. Check with your Issue Manager Administrator for more information about customization options and actions available to you based on your assigned privileges.
Your administrator specifies the actions that you can take on new issues to meet the requirements of your organization. These actions appear as buttons on the right side of each issue page. The available buttons vary based on whether you are entering a new issue or processing an existing issue, as well as the current state of the issue. See your Issue Manager administrator for more information, or consult the SilkCentral Issue Manager Administration Guide for detailed information about configuring the workflow of issues.
If you are new to Issue Manager, it is recommended that you first use a sample database to experiment with Issue Manager’s features. See “Working with Sample Data” for details.
Setting issue verification preferences
If you have the Issue Verification Preferences security privilege, you can set the issue verification preferences that determine the actions that Issue Manager takes each time you save a new issue or process an existing issue. For example, you may want to override the default inbox for verification and, instead, send an issue to your own inbox for verification. The Prompt for each new issue option enables you to specify at issue creation time whether the issue should be verified based on default routing or routed to you for verification. With this preference a self verify checkbox is displayed on the New Issue screen.
Procedure To set issue verification preferences:
Note Your Issue Manager administrator determines if you have this privilege. When you do not have this privilege, the radio buttons on the Preferences window are grayed out.
1 Navigate to the Preferences page by clicking Configuration/Preferences.
2 Select one of the following options:
- Always use normal routing - To use default system routing.
- Always verify your own issue - To have all issues that you enter routed back to you for verification.
- Prompt for each new issue - To determine on a case-by-case basis whether or not the issues you create are routed back to you or use standard routing.