Issue Management System

Organizations have a list of issues to track, everything from marketing projects to customer calls to product defects to unique business processes. Instead of relying on email, calls, or in-house applications, many organizations need solutions for defect tracking, task management, and general business issue management.

Issue management solution helps you efficiently manage, track, communicate, resolve and report on your issues. Web-based interface makes it simple for your staff and internal or external customers to report issues, send and receive information relating to issues, and monitor the status of issues, while keeping all stakeholders informed of progress.

• • Tasks and Task Manager: Assign multiple tasks to be completed within an issue. Choose a single task or group of tasks that can be pre-defined or added on the fly. The Task Manager will notify users that tasks have been assigned to them. Tasks can be dependent on other tasks – even cancelled automatically after a specific response to a previous task.
  • Use time-based escalation rules: to ensure customer issues are responded to in a timely manner.
  • Dashboard: View key metrics such as the number of open, unassigned, and escalated issues; average response time; service level agreement compliance averages; and open issues by assignee, type and priority. The dashboard is automatically filtered so each person sees only the issues that are appropriate for them.
  • Manage all development artifacts: including issues, defects, feature requests, change requests, development assignments, customer issues, and any other tasks or artifacts tracked as part of your development process.
  • Track everything about an issue: including its details, workflow, known workarounds, related source code changes, email, and links to other issues, folders, and its history.
  • Project Management: Trying to manage a project with numerous tasks, people and deadlines? This solution is designed to help you organized and ensure tasks are completed on time. Create projects, and assign issues and tasks to various people in your organization. From the Project Summary screen, view all projects and drill down into the details, including estimated, actual and variance in hours and budget, percent complete and project status.
  • Automatic Scheduled Reports: Reports can be generated and sent automatically to people on an approved distribution list. Use the Report Writer to create your own custom reports for management, strategic decision-making, and allocation of resources, software compliance, financial reporting and more.

Design is completely configurable and includes powerful workflow automation, collaboration features, flexible organization features, rich reporting, and open interfaces—all in a secure, scalable, cross-platform solution.