Support
Issues
See support tickets that report the same problem grouped into one issue, and send recurring problems to delivery to be fixed.
When something breaks, several people often report it separately. Instead of treating each report as unrelated work, Paradym Next groups tickets that describe the same underlying problem into a single issue. The issue shows how many people are affected and how serious the worst report is, so a recurring problem rises to the top instead of arriving as ten separate tickets.
From an issue, you can send the problem to delivery as one piece of work. The tickets themselves stay open in the support queue, so you can keep the people who reported it informed.
Before you start
- Open Support → Issues in the sidebar.
- Anyone who can open the page can view issues. Send to delivery, Park, Reopen, Reject and Undo send to delivery only appear if your role lets you make changes.
- If you cannot see this page, your organisation may not use it, or your role may not include it. See Understanding roles.
How tickets become issues
Tickets are grouped automatically as they are raised. You do not need to do anything.
- Only ticket types set to Group into issues are grouped. Other tickets are not added to issues.
- When automatic grouping is switched off, every ticket forms its own issue. You can still send it to delivery in the same way.
- Each issue shows a confidence percentage: how sure Paradym Next is that the tickets in it describe the same problem.
Your administrator controls all of this in Governance → Support → Issue clustering. See Issue clustering.
Understanding the page
The page has a list of issues on the left and the selected issue on the right. Until you select an issue, the right-hand side shows Select an issue.
Tabs
| Tab | What it shows |
|---|---|
| Open | Issues waiting for a decision. This is the default. |
| Parked | Issues set aside for now. |
| Sent to delivery | Issues that have been sent to the delivery Intake Queue. |
| Rejected | Issues you have decided not to act on. |
| All | Every issue. |
Issue rows
Each row shows:
| Item | What it means |
|---|---|
| Coloured dot | The highest priority among the issue’s tickets. |
| Label | A short name for the problem. |
| Details line | The issue ID, the number of tickets, the top priority (or no priority) and the confidence, for example BUG-12 · 4 tickets · top High · 85% confidence. |
| Time | When the most recent ticket was reported. Hover to see the exact date. |
If there are no issues on a tab, you see No issues and Tickets reporting the same defect are grouped into an issue automatically.
The selected issue
Select an issue to see its ID, label and summary, the actions you can take, and Reporting tickets with a count. Each reporting ticket is listed with its ID, title and priority. To work on one of those tickets, find it by ID in the Support queue.
Send an issue to delivery
Sending an issue to delivery creates an item in the delivery Intake Queue, where it is scoped into work streams and fixed.
- Select the issue.
- Select Send to delivery.
- Check the Title. It is filled in with the issue’s label, and you can change it. A title is required.
- Optionally add Notes for delivery: anything the delivery team should know before scoping the work.
- Select Send to delivery.
The dialog tells you how many tickets will be summarised for delivery. A message confirms that the issue is now in the delivery intake queue, and the issue moves to the Sent to delivery tab.
The reporting tickets stay open and linked to the issue. Each one records sent to delivery on its Activity tab.
Open the intake item
- Select an issue on the Sent to delivery tab.
- Select Open intake item. The item opens in the Intake Queue.
Undo sending to delivery
- Select the issue on the Sent to delivery tab.
- Select Undo send to delivery.
What happens depends on how far delivery has got:
| Message | What it means |
|---|---|
| The intake item was removed and the issue is open again. | Delivery had not started on it, so the item was taken out of the Intake Queue. |
| The issue is open again, but delivery had already scoped the intake item, so it was kept. | Delivery had already started shaping the work, so the item stays in the Intake Queue. Speak to the delivery lead if it is no longer needed. |
Park, reopen or reject an issue
| Action | When to use it | Result |
|---|---|---|
| Park | You want to set the issue aside for now. | It moves to the Parked tab. |
| Reopen | A parked issue needs attention again. | It moves back to the Open tab. |
| Reject | You have decided not to act on the issue. | It moves to the Rejected tab. |
- Select the issue.
- Select Park, Reopen or Reject. The change happens straight away.
What happens next
- In delivery, the intake item is shaped into work streams and tasks. See Intake item.
- Keep the requesters informed by replying on each reporting ticket in the Support queue, and resolve the tickets once the fix is live.
Good to know
- An issue can only be sent to delivery if at least one of its tickets is of a type set to Can be sent to delivery. If not, sending fails with a message pointing to Governance → Support → Ticket types, where your administrator sets this.
- If unrelated tickets are being grouped together, or obvious repeats are not, ask your administrator to adjust the grouping settings.