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Working with Issues

Many options are available for an Issue from the Details screen for that Issue. They include:

• Details—Display details of Issue (default).
• Edit—Edit the Issue (only available if you have edit permissions to this Issue).
• Take—Take the Issue (only available if you have taking permissions).
• Copy/Move—This icon opens a second toolbar with options to copy the Issue within the current Workspace or copy or move the Issue to another Workspace.
• Link—Link to another Issue in the Workspace or in another Workspace.
• Subtask—This icon opens a second toolbar with options to create a SubtaskA type of FootPrints issue that is a "child" of a related "parent", called a Master Issue. Multiple subtasks can be created to define different tasks to be completed for a larger Master Issue. The Master Issue cannot be closed until all Subtasks are completed. of the Issue or make this Issue a subtask of an existing Issue.
• Global—Turn the Issue into a Global IssueA special FootPrints Issue type used to designate important or frequently reported Issues that will affect many users. Global Issues can be broadcast to all Agents, are displayed on the Agent Home page, and can optionally be displayed for Customers to subscribe to. Whenever a new Issue is reported with the same problem, the Agent (and optionally the Customer) can link the Issue to the known Global Issue (called GlobalLinks). Global Issues can be closed with the GlobalLinks together at one time. or GlobalLinkThe child or related Issue linked to a Global Issue. A Global Issue is a special FootPrints Issue type used to designate important or frequently reported Issues that will affect many users. Global Issues can be broadcast to allAgents, are displayed on the Agent Home page, and can optionally be displayed for Customers to subscribe to. Whenever a new Issue is reported with the same problem,the Agent (and optionally the Customer) can link the Issue to the known Global Issue (called GlobalLinks). Global Issues can be closed with the GlobalLinks together atone time..
• Delete—Delete the Issue from the workspace (only available if you have delete permissions for the Issue).
• Report—Display a report of this Issue (opens in separate window for printing).
• Add to KB—Create a Solution for the Knowledge Base with the details from this Issue (does not change original Issue).

Many of these options are covered in this section, while some of the advanced features are covered in the chapter on Advanced Issue Types and Knowledge Base.