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Issues & Fixes (Support Projects)

Overview

There is no standalone "Support Tickets" screen. Instead, support work is tracked as Issues & Fixes inside a Support-type project. When a project is created with the SUPPORT type, its detail page gains an Issues & Fixes tab where your team logs issues, tracks their status and priority, assigns them to team members, and records how each issue was fixed.

Support projects also show an optional SLA configuration panel (response and resolution targets, business hours) to help teams keep service levels in view.

This feature is part of Project Management. To use it, create a project and choose the SUPPORT project type.

Features

1. Logging Issues

From a Support project's Issues & Fixes tab, click Log Issue to open the issue form. An issue captures:

  • Issue Title (required) — a short summary of the problem.
  • Issue Description (required) — the details of what happened.
  • Category (optional) — one of Bug, Feature Request, Performance, Security, or Other.
  • Priority — LOW, MEDIUM (default), HIGH, or URGENT.
  • Status — OPEN (default), IN_PROGRESS, RESOLVED, or CLOSED.
  • Assign To — a team member in your organization (or leave unassigned).
  • Reported At — date and time the issue was reported (defaults to now).

There is no auto-generated ticket number. Issues are identified by their title and details, not by a code like CUS-001.

2. Recording the Fix

When an issue is resolved or closed (or whenever you edit an existing issue), extra fields become available to document the resolution:

  • Fix Description — how the issue was fixed.
  • Fix Steps — the steps taken to fix it.
  • Resolution Notes — any additional notes.

Setting the status to RESOLVED or CLOSED automatically records a resolution timestamp; moving it back to an open state clears it.

3. Status Workflow

Status values: - OPEN — newly logged, not yet started. - IN_PROGRESS — actively being worked on. - RESOLVED — a fix has been applied. - CLOSED — completed and archived.

Status is chosen directly on the issue form; there is no forced transition order.

4. Priority Levels

  • LOW — can be handled later.
  • MEDIUM — normal priority (default).
  • HIGH — needs attention.
  • URGENT — immediate attention required.

Priority and status are shown as color-coded badges on each issue card for quick scanning.

5. Assignment

Issues can be assigned to any team member in the organization via the Assign To picker, or left unassigned. Reassignment is done by editing the issue.

6. SLA Configuration (Support Projects)

Support projects can display an SLA configuration panel showing:

  • Response time target (time to first response).
  • Resolution time target (time to resolve).
  • Business hours only toggle, with business hours start/end when enabled.

These targets give the team visible service-level goals for the support project.

7. Managing Issues

Each logged issue card supports:

  • Edit — update any field, including the fix details.
  • Delete — remove the issue (with a confirmation prompt).

Use Cases

Use Case 1: Log an Issue

Scenario: A customer reports a problem and an agent records it.

Steps: 1. Open the Support project. 2. Go to the Issues & Fixes tab. 3. Click Log Issue. 4. Enter a title, e.g. "Login not working". 5. Add a description of the problem. 6. (Optional) Choose a category and set priority to HIGH. 7. (Optional) Assign it to a team member. 8. Click Log Issue to save.

Expected Outcome: The issue appears in the Issues & Fixes list with its priority and status badges.

Use Case 2: Resolve an Issue and Record the Fix

Scenario: An engineer fixes the problem and documents it.

Steps: 1. Open the issue and click Edit. 2. Change status to RESOLVED. 3. Fill in Fix Description, Fix Steps, and any Resolution Notes. 4. Save the issue.

Expected Outcome: The issue shows as RESOLVED with the fix details visible on its card, and a resolution timestamp is recorded.

Use Case 3: Track Open Work

Scenario: A lead reviews outstanding issues in the project.

Steps: 1. Open the Support project's Issues & Fixes tab. 2. Scan the list for OPEN and IN_PROGRESS issues. 3. Use the priority badges to focus on HIGH/URGENT items first. 4. Reassign or update status as needed.

Expected Outcome: The team has a clear view of outstanding support work.

Test Cases

Test Case 1: Log an Issue

  1. Open a Support project and go to Issues & Fixes.
  2. Click Log Issue.
  3. Enter a title and description, set priority HIGH.
  4. Save with Log Issue.
  5. Verify the issue appears in the list.

Expected Result: Issue logged and displayed with correct priority/status.

Test Case 2: Required Fields

  1. Open the Log Issue form.
  2. Leave the title or description blank.
  3. Verify the save button stays disabled until both are filled.

Expected Result: Title and description are required.

Test Case 3: Record a Fix

  1. Edit an existing issue.
  2. Set status to RESOLVED.
  3. Fill in Fix Description and Fix Steps.
  4. Save and confirm the fix details show on the card.

Expected Result: Fix details saved and displayed; resolution timestamp recorded.

Test Case 4: Delete an Issue

  1. Click delete on an issue card.
  2. Confirm the prompt.
  3. Verify the issue is removed from the list.

Expected Result: Issue deleted successfully.

Best Practices

  1. Write clear titles — a concise title makes issues easy to scan.
  2. Set priority honestly — reserve URGENT for issues that truly need immediate attention.
  3. Document the fix — completing Fix Description and Fix Steps builds a useful knowledge base.
  4. Keep status current — move issues through OPEN → IN_PROGRESS → RESOLVED/CLOSED as work progresses.

Troubleshooting

Issues & Fixes Tab Not Showing

Issue: The tab is missing on a project.

Solutions: - Confirm the project's type is SUPPORT. The Issues & Fixes tab only appears on Support-type projects.

Cannot Assign an Issue

Issue: No team members appear in the Assign To list.

Solutions: - Verify the person is a member of your organization. - Confirm you have access to Project Management for this organization.

Fix Fields Not Visible

Issue: The Fix Description/Steps/Notes fields don't appear when logging a new issue.

Solutions: - These fields appear when the status is RESOLVED or CLOSED, and are always available when editing an existing issue.

Last Updated: July 2026