Issue Management

The Issue Management tab is a one-stop-shop for the issue's most essential management functions, divided across three sections: Issue Management, Details, and Activity.

The Issue Management section is a hub for tracking your team's progress on an issue. A product owner should populate the fields provided as part of the triaging process to denote the issue's priority and assign the issue to a developer. The developer should use the Issue Management section to document updates as they work toward a resolution.

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Use the fields in the Issue Management section as indicated:

Assigned To: If you decide to action the bug fix, assign the task to a team member.
Classification: Part of the triaging process involves determining an issue's impact. Determining the impact is up to your discretion; as a best practice, we recommend setting standards within your team for each impact designation. The general use-case for each designation is as follows:
- Unset: A new issue is marked as Unset by default, and is useful during the triaging process while you determine whether or not the issue impacts the user experience.
- Pinned: You should pin an issue if you find evidence that it's impactful to the shoppers experience. Issues classified as Pinned will appear in the Pinned Issues tab on the Issues page, unless the issue is Closed-Fixed, Closed-Ignore, or Benign.
- Benign: Describes an issue that isn't impacting the user journey or causing significant revenue loss. Benign issues are automatically removed from the Funnel. We recommend using this designation sparingly; a Benign issue can become User Impacting with time. You will NOT get reoccurrence alerts if the issue has been set to Benign.
Priority: Set the issue's priority as part of the triage process. An issue's priority can be Unset, High, Medium, or Low.
State: An issue's state is used to track its progress through triaging to debugging to resolution. An issue may have one of five statuses. Update the issue's state manually as you progress:
- New: /NewDef
- Open: /OpenDef
- In Progress: /InProgressDef
- Closed Ignore: /ClosedIgnoreDef
- Closed Fixed: /ClosedFixedDef
Description: A short description of the issue. Populate this field after investigating the problem in the triaging stage, and before assigning the issue to a developer.
Comment: Leave a comment to share information and engage in a dialogue with other users. This is useful in cases where multiple developers work on the same issue, or a developer reports in to a product owner. Upon clicking Save, the comment will be added to the timeline in the Activity section.

If your company has the Jira Integration enabled, much of the information entered in the Issue Management section will transfer to a corresponding Jira ticket.

You can also adjust the issue's labels. Labels are useful for grouping issues with a similar route cause. Labels are configured at the domain level. Visit the Domains tab to Add a Custom Label.

Details

The Details section lists the issue's essential information. This is an expanded version of what displays on the Issues table.

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The Details section includes a heading that identifies the issue's Error Source. Error sources point to an issue's origin, which may inform how your development team investigates and resolves the problem. Visit our Guide to Error Sources for more information.

Activity

The Activity section keeps a running log of updates to the issue, including state changes, pinned sessions, assignee changes, and more. If a user leaves a comment in the Issue Management section, it will appear in the Activity log.

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Learn more about the other tabs in the Issue page: Overview, Technical Details, Sessions, Pinned Sessions, and Correlated Issues.