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
[View Image] Access
Access to websites, databases, other accounts
[View Image] Bug
Something is not working
[View Image] Question
Questions for teams
[View Image] Training
T4/Legacy technology training request
[View Image] Update/Revision
Delete, edit, replace, or add something
[View Image] WSL - Feature request
Requesting a new feature.
[View Image] WSL - Bug / Errors
For reporting and fixing bugs and or errors.
[View Image] WSL - Design / Design Strategy
For requesting tweaks or changes in default branding and design.
[View Image] WSL - Feedback
[View Image] WSL - Professional Development / Documentation
A request for documentation or training on how to use the WSL or any of its technologies (T4, CSS, etc...)
[View Image] Content / Content Strategy
Issues and questions related to content entry and strategy.
[View Image] Initiative
For university-wide initiatives
[View Image] WSL - Upkeep
Use when you spot a disconnect between the code in t4 and what's in the repo. Also to be used when drastically updating the formatting of a content-type or page-layout.
[View Image] Epic
Created by Jira Software - do not edit or delete. Issue type for a big user story that needs to be broken down.
[View Image] Story
Created by Jira Software - do not edit or delete. Issue type for a user story.
[View Image] Decommission
Archiving and removing social media accounts
[View Image] IT Help
For general IT problems and questions. Created by JIRA Service Desk.
[View Image] New Feature
A new feature of the product, which has yet to be developed.
[View Image] Support
For customer support issues. Created by Jira Service Desk.
[View Image] Incident
For system outages or incidents. Created by JIRA Service Desk.
[View Image] Service Request
Created by JIRA Service Desk.
[View Image] Service Request with Approvals
For requests that require approval. Created by JIRA Service Desk
[View Image] Change
Created by JIRA Service Desk.
[View Image] Problem
Track underlying causes of incidents. Created by JIRA Service Desk.
[View Image] Task
A task that needs to be done.
[View Image] Sub-task
The sub-task of the issue
For Sub-Task Issues
[View Image] Outside source
Request involves someone or a group outside of the UR Web team
[View Image] Sub-Task issue type
A task of an 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.

[View Image] High
Serious problem that could block progress.
[View Image] Medium
Has the potential to affect progress.
[View Image] Low
Minor problem or easily worked around.
[View Image] Blocker
The problem will block progress.
[View Image] Minor
Trivial problem with little or no impact on progress.
[View Image] Not prioritized
The problem has yet to be prioritized

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.

Received
The issue is open and ready for the assignee to start work on it.
In Progress
This issue is being actively worked on at the moment by the team. Internal team workflow details are determined by each scrum.
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 can be reopened.
Declined
This was auto-generated by JIRA Service Desk during workflow import
Waiting for support
This was auto-generated by JIRA Service Desk during workflow import
Waiting for customer
This was auto-generated by JIRA Service Desk during workflow import
Pending
This was auto-generated by JIRA Service Desk during workflow import
Canceled
This was auto-generated by JIRA Service Desk during workflow import
Escalated
This was auto-generated by JIRA Service Desk during workflow import
Waiting for 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
Changes are being implemented into the T4 CMS. Work is merged into the master branch of the repository.
Complete
Publishing/changes are complete, client has 24 hours before request ticket is automatically closed.
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
Done
All work is done, close issue.
Awaiting Response
Awaiting response from client or third party.
Internal Review (QA)
Work completed and the request is being reviewed for meeting acceptance criteria.
Needs Deployment
Edits/changes need to be published (T4), pushed to Git, and uploaded to live site (static sites).
Request Reviewed by Team
Every request is reviewed for priority and complexity.
Open
This was auto-generated by JIRA Service Desk during workflow import
To Do
Backlog
To-Do

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.

Closed
Work has been completed on this issue.
Referred to Technology/Web Services
This is not something UR Web Requests can take care of. Please submit a help ticket to Technology Services at https://go.vcu.edu/itsupport
Request has been forwarded within UR
This is beyond the purview of UR Web Requests. Request has been forwarded to someone in University Relations who can provide help or more information.
No response
No response after 14 days, issue has been closed. Please submit another request if further work is necessary.
(Internal) Going to/is on a scrum
UR use only - For when a request is already on a scrum team's backlog.
Referred to SOMTech
This is not something UR Web Requests can take care of. Please submit a help ticket to SoM Technology Services at https://ts.som.vcu.edu/
Referred to DSA Tech
University Relations does not have access to anything involving dsa.vcu.edu, please submit a help ticket to DSA Tech at https://students.vcu.edu/dsa-tech/
Duplicate
The problem is a duplicate of an existing issue.
Won't Do
This issue won't be actioned.
Declined
This issue was not approved.
Done
Work has been completed on this issue.
Cannot Reproduce
All attempts at reproducing this issue failed, or not enough information was available to reproduce the issue. Reading the code produces no clues as to why this behavior would occur. If more information appears later, please reopen the issue.
Known Error
The problem has a documented root cause and a workaround.
Cancelled
Work has stopped on the issue and the issue is considered done.
View graphic versionView graphic version