Help Center/ Cloud Operations Center/ User Guide/ Basic Configurations/ Process Management/ Issue Management Process
Updated on 2026-06-23 GMT+08:00
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Issue Management Process

The issue management process focuses on issue lifecycle management and control, covering three key modules: issue levels, issue categories, and issue approval tasks.

  • You can modify an issue level based on the issue impact scope, urgency, and other dimensions. The issue level must be updated only after being reviewed by the corresponding permission owner to ensure the mechanism of issue handling priority.
  • You can create or modify an issue type based on the business attribute and issue nature. Through a standard process, a scientific and practical classification system can be ensured.
  • You can create or modify an issue approval task throughout the whole process. De-escalation or suspension can be performed only after the adjustment reasons are provided and the requests are approved. The approval mechanism and division of privileges can ensure orderly, accurate, and traceable issue management.

Constraints

After modifying a specified name (for example, issue level or type), the name used in historical tickets will be updated with a delay, typically at 00:10 and 12:10 every day. New tickets use the latest name immediately.

Modifying an Issue Level

If the issue levels in your service are different from the default enumerated values or processes, you can modify the issue levels.

  1. Log in to COC.
  2. In the navigation pane, choose Basic Configurations > Process Management.
  3. On the Issue Process tab page, and click Issue Level.
  4. In the issue level list, locate the issue level you want to modify and click Modify in the Operation column.
  5. Change the issue level based on service requirements.

    Table 1 Parameters for modifying an issue level

    Parameter

    Description

    Issue Level - Chinese

    Enter the name of the issue level in the Chinese environment.

    Issue Level - English

    Enter the name of the issue level in the English environment.

    Level Color

    Select the color corresponding to the current issue level.

    Description - Chinese

    Enter the description of the issue level in the Chinese environment.

    Description - English

    Enter the description of the issue level in the English environment.

  6. Click OK.
  7. Locate the issue level you want to enable or disable and click the feature flag to enable or disable the feature.

    Enable or disable an issue level. Once the issue level is disabled, it will become unavailable.

Creating an Issue Type

  1. Log in to COC.
  2. In the navigation pane, choose Basic Configurations > Process Management.
  3. On the Issue Process tab page, click Type of Issue.
  4. Click New Issue Type. In the drawer that is displayed on the right, set issue type parameters by referring to Table 2.

    Table 2 Parameters for creating an issue type

    Parameter

    Description

    Issue Type - Chinese

    Enter the name of the issue type in the Chinese environment.

    Issue Type - English

    Enter the name of the issue type in the English environment.

    Description - Chinese

    Enter the description of the issue type for the Chinese environment.

    Description - English

    Enter the description of the issue type in the English environment.

  5. Click OK.

    You can also perform the following operations.

    Table 3 More operations

    Function

    Scenario

    Operation

    Changing an Issue Type

    A preset issue type cannot be changed.

    After modifying a custom name for an issue type, the name used in historical tickets will be updated with a delay, typically at 00:10 and 12:10 every day. New tickets use the latest name immediately.
    1. In the navigation pane, choose Basic Configurations > Process Management. Click Issue Process and click Type of Issue. Locate the issue type to be modified and click Modify in the Operation column.
    2. Modify the issue type based on the service scenario.
    3. Click OK. In the displayed dialog box, click OK.

    Deleting an Issue Type

    A preset issue type cannot be deleted.

    Deleted issue types cannot be restored. Exercise caution when performing this operation.
    1. In the navigation pane, choose Basic Configurations > Process Management. Click Issue Process and click Type of Issue. Locate the issue type to be deleted and click Delete in the Operation column.
    2. In the displayed dialog box, click OK.

    Enabling/Disabling an Issue Type

    Adjust the enabling or disabling status of the issue type.

    After the issue type is disabled, it cannot be used globally. Confirm the operation impacts before performing this operation.

    In the navigation pane, choose Basic Configurations > Process Management. Click Issue Process and click Type of Issue. Locate the issue type to be enabled or disabled and toggle on or off the type flag in the Enable column.

Creating an Issue Approval Task

Only one approval scenario can be available. If there is already a similar approval scenario, the approval scenario cannot be created.

  1. Log in to COC.
  2. In the navigation pane, choose Basic Configurations > Process Management.
  3. On the Issue Process tab page, click Problem approval.
  4. Click New Issue Approval. The New Issue Approval page is displayed on the right.
  5. Set issue approval parameters by referring to Table 4.

    Table 4 Parameters for creating an issue approval task

    Parameter

    Description

    Approval Scenario

    The options are Issue Downgrades and Issue suspended.

    Select the target issue approval scenario.

    Issue Level

    This parameter needs to be set only when the approval scenario is issue de-escalation.

    The options are Critical, Major, Minor, and Warning. Multiple options can be selected.

    Approver

    The options are Issue creator, Individual, and Shift.

    • Shift: Select a shift scenario and corresponding roles from the drop-down lists based on the configured values. For details about how to configure a shift, see Shift Schedule Management.
    • Individual: Select a reviewer. For details about how to configure a reviewer, see Personnel Management.

    Review Rule

    The options are One-member Approval and All-member Approval.

  6. Click OK.

    You can also perform the following operations.

    Table 5 More operations

    Function

    Scenario

    Operation

    Modifying an issue approval task

    An issue approval task can only be modified by its creator.
    1. In the navigation pane, choose Basic Configurations > Process Management. Click Issue Process and click Problem approval. Locate the issue approval task to be modified and click Modify in the Operation column.
    2. Modify the issue approval task based on the service scenario.
    3. Click OK. In the displayed dialog box, click OK.

    Deleting an issue approval task

    An issue approval task can only be deleted by its creator.
    1. In the navigation pane, choose Basic Configurations > Process Management. Click Issue Process and click Problem approval. Locate the issue approval task to be deleted and click Delete in the Operation column.
    2. In the displayed dialog box, click OK.

    Enabling or disabling an issue approval task

    To enable or disable an issue approval task, toggle on or off the feature flag in the Enabled or Not column.

    Enable or disable the issue approval task. If the task is disabled, it will be unavailable.

    In the navigation pane, choose Basic Configurations > Process Management. Click Issue Process and click Problem approval. Locate the issue approval task to be enabled or disabled and toggle on or off the feature flag in the Enabled or Not column.

    Viewing the details of an issue approval task

    You can view the details about the created issue approval task.

    In the navigation pane, choose Basic Configurations > Process Management. On the Issue Process tab page, click Problem approval. Locate the target issue approval task and click View Details in the Operation column.

Parent Topic: Process Management