Follow up

Assuming you have appropriate permissions you can follow up on new or open incidents (states N/A or Open → state Complete) ) by executing the operation Follow up:

The Follow up operation takes several parameters:

• Follow up type: select the appropriate state transition type (see below for an explanation of the meaning of the various types)

• Title: give your follow up action a title that summarizes/identifies your action

• Text: provide additional information in this field at a level of detail that is appropriate for the action; make use of the HTML feature to add explicit structure as this makes your note easy to skim (you can start the HTML editor by clicking on the small icon [HTML] located just above the input field)

You can optionally provide information to create an Activity Links (see section Grouping and Linking Activities for information on linking activities):

• Activity link: activity to link to / to be linked from

• Activity link type: choose an appropriate link type

• Activity link name: provide a name for the Activity Link to be created

• Activity link description: provide a short description for the Activity Link to be created

You can choose from the following state transition types:

• acknowledge

  to indicate that you acknowledge the incident as submitted

• add note

  choose this state transition type if you add a note

• assign

  to assign the incident to yourself and submit a note at the same time - please note that there is a shortcut operation available - Assign to me - to assign an incident to yourself without adding any notes

• confirm

  to confirm the incident as it was submitted (e.g. to confirm a bug if the incident is a bug report)

• feedback

  this follow up type assigns the incident back to the Reporting Contact who is then able to provide feedback (e.g. provide additional information regarding the incident or answer a question to clarify an issue)

• suspend

  choose this state transition type to remove the assigned contact (indicating, that the incident is suspended until it is assigned again)

Submit your follow up action by clicking the button [OK] (click the button [Cancel] to dismiss your entries).

The result of the operation Follow up of the type assign is show in the figure below (note that the field Assigned to was updated and the State was changed to Open):

The following figure shows the updated grid Notes containing the entry representing the note created by the operation Follow up (assign):