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Creating Issues

Understanding Issues

While working on a project, you might discover that unexpected events arise. You can log those unexpected events as issues for a particular project. Users with the appropriate access can view and monitor the status of issues as the project progresses to completion, eliminating the need for lengthy email chains or status meetings. Unlike tasks, which are planned events, issues represent unplanned work items in Workfront.

"Issues" and "requests" are used interchangeably in Workfront. You can record issues on both projects and tasks to indicate unforeseen work that needs to be addressed. You can also submit requests which are recorded as issues on a project designated as a Request Queue. 

Workfront allows you to have the flexibility to work with issues in a way that best meets your individual work processes. 

Preparing the New Issue Form

Your organization should have a well-defined process in place for when and how to record an issue. When you configure this process, the first step is to create the form necessary for submitting an issue. Whether you will allow for issues to be added to tasks and projects directly, or if you have request queues where issues are submitted, you can define what fields will be available for users entering the issues. These fields are defined in the Queue Setup tab of the project where the issues will be logged. 

For more information about defining the new issue form, see the "Understanding New Issue Fields" section in "Understanding the Queue Details Tab in a Project (Issue Form)."

Creating Issues on a Task or Project

After you have defined the fields of a new issue form on your project, you can start creating issues. 

To create an issue on a task or a project:

  1. Navigate to a project where you want to create the issue. 
  2. (Optional) If you want to log the issue for a task, navigate to the Tasks tab, then click the name of a task. 
  3. Click the Issues tab.
  4. Click New Issue.

    project_with_issues_tab.png

  5. (Conditional) If the project creator created Queue Topics or Topic Groups on the project they are added to the new issue form. Specify the the Topic Group or the Queue Topic of your new issue. They should have names customized to your environment. 
    For more information about creating Topic Groups, see "Creating Topic Groups."
    For more information about creating Queue Topics, see "Creating Queue Topics."

    Select an option from the Queue Topics or Topic Groups drop-down menus, if they are present.

    • If there is only one Queue Topic set on the project, it is displayed automatically.
    • If the Topic Group does not have any Queue Topics or Topic Groups under it, nothing is available in the Topic Group drop-down.
  6. (Conditional) If the project creator allowed for the Issue Type to display on the New Issue form, select the type of your issue from the following options:
    • Bug Report
    • Change Order
    • Issue
    • Request
      Depending on how your system administrator has configured your Project Preferences, the names of the issue types might be different for you.
  7. Specify any of the fields available in the New Issue form. For more information about defining fields as you enter a new issue, see "Editing Issues."

  8. (Conditional) If the Queue Topics are associated with a custom form, that custom form will display in the New Issue form.
    Or
    If the project is associated with an issue custom form through the Queue Details area, the form displays in the New Issue form, under the default Workfront fields.
    For more information about defining the Queue Details tab of a project, see "Understanding the Queue Details Tab in a Project (Issue Form)."
  9. Click Save New Issue.

Issues can be assigned to multiple users, job roles or to a team. For more information about assigning and managing requests, see "Managing Work and Team Requests."

Creating Issues by Entering a New Request

You can designate projects to be receptacles for receiving issues. These type of projects are called Request Queues in Workfront. Users can access Request Queues through their Requests tab in the Global Navigation Bar. 

For more information about how to set up projects as Request Queues to receive issues, see "Creating a Request Queue."