Creating an Issue Ticket

If you find any defects or poor performance during the software product operation, you can create an issue ticket to follow up on the issue.

To set notifications for issue tickets, you need to configure notification rules on the notification management page. For details, see Notification Management. Set the notification type to Issue.

Prerequisites

You have created an application by referring to Application Management.
You have enabled the fault management package. For details about billing, see Billing Items.

Creating an Issue Ticket

Log in to COC.
In the navigation pane, choose Fault Management > Issues.
On the displayed page, click Create Issue Ticket.

Set parameters for creating an issue ticket by referring to Table 1.

**Table 1** Parameters for creating an issue ticket
Parameter	Description
Issue Title	Specify the issue title. The title can contain a maximum of 255 characters, including letters, digits, hyphens (-), underscores (_), and spaces. It cannot start or end with a space.
Issue Description	Description of the issue symptoms and impacts on the live network. The description cannot exceed 1,000 characters.
Attachment	Click Add File to upload issue-related attachments. A maximum of 10 files can be uploaded. The supported file types are JPG, PNG, DOCX, TXT, and PDF. The size of a single file cannot exceed 10 MB.
Region	(Optional) The preset value is N/A. Select one or more regions where the incident occurs.
Enterprise Project	Select an enterprise project.
Issue Source	(Optional) Select the source of the issue. You can select incident, alarm, WarRoom, or proactive O&M discovery. If you select incident, alarm, or WarRoom, the corresponding service ticket must be associated.
Source Ticket No.	This parameter needs to be set only when you select incident, alarm, or WarRoom for Issue Source. Click Associated Ticket No. and select the corresponding ticket.
Occurrence Time	(Optional) Enter the time when the issue occurs.
Issue Application	Select the issue application.
Issue Level	The value can be Critical, Major, Minor, or Suggestion. Critical: The system or application breaks down, stops, or suspends, causing data loss. Main functions are unavailable, or the module or related modules are abnormal. Major: Some main functions of the system are unavailable, data cannot be saved, and secondary functions of the system are impaired. The fault is limited to the module, causing the module to become nonfunctional or crash unexpectedly. Minor: Secondary functions are partially implemented but remain operational, exhibiting issues such as inaccurate prompts, poor UI/UX, slow performance, or partial module dysfunction. Suggestion: Minor software defects that cause operator inconvenience or annoyance but do not impact the functionality or execution of system operations.
Issue Type	Select the issue type. Multiple common issue types are preset in the system. If the preset types cannot meet your requirements, you can create an issue type in basic settings.
Owner	Select Shift or Individual. 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 an owner. For details about how to configure an owner, see Personnel Management.