Issue tracker

Report bugs and problems, give them a severity and someone to fix them, and set resolution times.

Report an issue

Open a project and go to its Issues tab, then click Report issue. Say what is wrong, add the steps to see it, and pick:

Severity - None, Minor, Major, Critical or Blocker.
Assignee - who will fix it. They are told, and join the project if they aren't on it yet.
Classification (Bug, Enhancement ...), Module (the part of the project it is in), Reproducible and a Due date.

Tick Report another to keep the form open for the next one. Each issue gets an ID like WEB-I12 - type it in the search box to jump straight to it.

Work on an issue

Click an issue to open it at the side (or Open in a new tab from its ... menu). Everything changes in place:

Status - Open, In progress, To be tested, Reopened, Closed, Not a bug. A status that "resolves it" closes the issue; choosing another one reopens it. The person who reported it is told.
Found in and Fix in - the milestones (releases) it was found in and will be fixed in.
Visible to - keep an issue to the team only.
Tasks - link the tasks that fix it, or choose Make a task to fix it from the ... menu. The task shows the issues it fixes.
Time - log time on the issue or start a timer, just like on a task. It counts in the project's timesheets, budget and billing.
Files, Comments with @mentions, and Follow to be told about every change.

Issues in the menu lists the issues Assigned to me, Reported by me and All issues across your projects. Each list filters by state, severity, person, classification and module, and the project's list downloads to Excel.

Who can do what

People on the project can report issues and change them. Contractors see only the issues they reported or were given. Viewers can read but not change. Project managers, admins and the person who reported an issue can delete it - deleted issues wait in the Recycle bin for 30 days.

Statuses, classifications and modules

Settings > Business settings > Issue statuses - add, rename, colour and reorder statuses, and choose which ones resolve an issue.
Settings > Business settings > Issues & SLAs - the classifications every project uses.
Modules belong to each project: on the project's Issues tab, click Modules.
Settings > Business settings > Custom fields - add your own fields on issues too.

Resolution times (SLAs)

Under Settings > Business settings > Issues & SLAs, add a rule: issues of a severity (or any severity), on one project or all of them, must be resolved within so many hours.

When an issue is past its time, it shows a red SLA mark, and the assignee and the project's managers are told.
Choose someone to escalate to and how many hours later. They are told too, and with Give the issue to them when escalated ticked they become the assignee.

The most fitting rule applies: a rule for the project beats one for all projects, and a rule for the severity beats one for any severity. Changing an issue's severity picks its rule again.

The issue tracker is in the Standard plan and above. SLA rules and escalation are in the Professional plan and above.