The Issue Hub is a centralized location for viewing open issues that you have access to. A few of the things you can do in the Issue Hub are:
- View all Open Issues you have access to
- View a Global Issues list
- Display Issues that you play a role in with a tab for each role
- Easily display your Reports
- Filter and Sort issues by any column
Let's take a tour of the Issue Hub so that you can easily find your way around it as a user.
Issue Hub is broken down into tabs to organize specific sets of issue data. Note that all of these tabs can be toggled by your administrator (with the exception of As Submitter), and some tabs rely on specific features to be enabled in order to appear. Thus you should be aware that your view may not contain all of the tabs listed here.
You may click on any tab to open a detailed list. From the detailed list of issues, you may click on an issue subject or number to open the View Issue screen and access any options available to you within the issue.
The Open Issues tab provides a single place for you to view every open issue you can see.
The Global Issues tab displays a list of current Issues that have been identified as problems and/or topics that already have or may result in related and/or similar Issues before they are closed. If you are having the same problem and/or need to submit an Issue related to the topic, you may use the Submit link next to a Global Issue to have your new Issue automatically “linked” to the parent Global Issue.
The next several tabs show the number of open issues based on your role on the issue. Next to your role is the number of open issues; however, in the case of the Task Assignee/Task Available roles, the number displayed is the number of individual tasks assigned to you/available to be completed, not the number of issues. For example, if you close a task by completing it or confirming/denying it, it will no longer appear in this outline.
The Reports tab displays shortcuts to any Saved Searches or Reports you have created, as well as any Saved Searches or Reports that are “shared” with you.
Issue Hub will automatically refresh based on your system settings, or you can manually click the Refresh Results button (which can be identified as a square icon with two arrows forming an open circle) at any time.
Filtering and Sorting
You can sort and filter every tab that displays issue data, with a few exceptions. Tabs that do not display issue data cannot be filtered: This includes Global Issues, Reports, Summary, and Task-related tabs.
- Filtering: Click any column, then type a word, number, or fragment that you want to see matches for in the information, then hit Enter.
- Sorting: Click any column, then choose Sort A-Z for ascending sort order or Sort Z-A for descending sort order.
Creating a Custom Tab
It's a good idea to create a custom tab when you (or your users) frequently need to find very specific issue information. You can do this if you're a Sys Admin. You can have up to 20 tabs in total, including the non-custom tabs that are enabled.
Don't be intimidated by the number of steps below! The actual process only takes a few seconds from start to finish.
- Log into your site with a Sys Admin account.
- If your default page is the Issue Hub, go ahead to the next step. If your default page is not Issue Hub, then click Issue Hub from the lefthand menu.
- Among the Issue Hub tabs, click the one labeled as a plus sign. Here are a couple of things to note:
- By default, your new tab will have only the Issue Number column present. This is the bare minimum information that any tab in the Issue Hub can have.
- Your new tab is unfiltered. The issues presented here will be the same as the Open Issues tab until you apply a filter, which we'll discuss very shortly.
- Enter a name for your new tab (up to 50 characters).
- To the right of the tab's name, click Edit Columns.
- Choose the columns that you want to be present on this tab, then click Save. Make sure the columns appear in the righthand column in order that you want them to appear. There is no limit to the number of columns that you can include.
- Clicking and dragging individual fields from one column to another.
- Clicking the Add All and Remove All buttons.
- Using CTRL-Click to individually select fields, then dragging your selection to the other column.
- Choose a block of consecutive fields by clicking the first field you want to add, holding the SHIFT key, and clicking the last field in the block. You can then drag your selection to the other column.
- (Optional) You may now apply a base filter for the information presented in this tab. Simply click on any column, then type a word, number, or fragment that you want to see matches for in the information, then hit Enter.
- The Base filter is set by the Sys Admin and will persist every time the tab is loaded.
- User filters are set by individual users, and their filter only affects their view until they navigate away from the Issue Hub page. If a user filter is applied to the same column while viewing the tab, then that filter will be applied on top of the Base filter. The issues that appear after filtering will match both the Base and User filter.
- The tab has Enabled status by default. Uncheck Enabled if you do not wish for this tab to be displayed in the Issue Hub at this time. So long as you save this tab in the next step, you can enable it later by navigating to the Issue Hub Settings page, finding the tab name, and toggling it.
- When you are satisfied with the way information is presented in the tab, click Save.
Editing an Existing Tab
If you are a Sys Admin then you have the ability to edit existing tabs for all users. Changes you make can include the tab name, columns that are included, and filters that are applied. You are able to edit all tabs except for Global Issues, Reports, Summary, and Task-related tabs.
Here's how to edit a tab:
- Navigate to the tab you want to edit.
- Click the gear icon inside the tab name.
- Make the desired changes to tab name, columns, and filters.
- Click Save.
The tab view will be updated for all users on their next Issue Hub page refresh.
Mass Issue Updates
You are not limited to just viewing issues in the Issue Hub. You can also make very specific changes to multiple issues at a time! We've accomplished this through a streamlined and dashingly clever interface built into Issue Hub.
You can close issues (Sys Admin only) and/or change the following fields for as many issues as you have on screen:
- Next Action (if enabled)
- Required By Date (if enabled)
- Issue Class (if enabled)
- Target Date (if enabled)
The steps below will tell you how to perform a mass update from Issue Hub:
- Navigate to the Issue Hub tab that you want to perform a mass issue update on.
- Select the check boxes adjacent to the issues you want to update.
- A menu will slide out from the top of the Issue Hub. Use this menu to determine the changes that will be applied to the selected issues. You can choose any combination of updates grouped together, or simply select one of them.
- Once you've made your selections, click Update Selected Issues.
- A confirmation message will appear and you will need to acknowledge any warning that appears related to this action.
A confirmation message will appear and inform you that this action is complete.
There are various 'what-if' scenarios concerning Issue Hub and other mechanisms in the product that you might be curious about.
Mass Issue Updates
- Performing a single action, failure: If you attempt to perform a mass update that changes only one field for the affected issues, and any issues that you selected could not be updated, then Issuetrak will still update the rest of the issues you selected. Issuetrak will tell you the issue numbers that could not be updated and the reason for failure.
- Performing multiple actions, failure: If you attempt to perform a mass update that changes multiple fields for the affected issues, and any issues that you selected could not be updated, then Issuetrak will not update any of the issues you selected. This is to protect you and your site's data integrity. Issuetrak will tell you why the issues could not be updated.
Round Robin Issue Assignments
If you utilize Round Robin groups, then you can use Round Robin functionality in conjunction with Mass Issue Updates. Simply select a Round Robin group for the Assigned To field while you're performing a mass issue update, and you will be able to quickly distribute issues amongst the group members.
Mass Issue Unassignments
This feature also allows you to perform mass issue unassignments.
Escalation Rules and Substatus Rules
Mass updates triggered from Issue Hub will obey escalation rules and substatus rules.
Mass updates triggered from Issue Hub will not fire email notifications.
- Only base filters set and saved by Sys Admins while in the Edit Tab view will persist for all users.
- Users can apply user filters to any tab for their own purposes, but their user filter will be dropped when they navigate away from Issue Hub.
- If a tab is filtered by a particular column, and that column is subsequently removed from the tab, then the tab's issues will no longer be filtered by the removed column.