Raising a request

Everything you report starts life as a request against one project. This is the whole form, field by field.

1. Open the project and press Add Request at the top right. It sits beside the project name at every screen width, phones included, and stays there whichever tab you are on.
2. The Create New Request dialog opens, with your organisation and project named across the top.
3. Fill in Title. It is required and it is what you will recognise in the list later, so name the symptom rather than the guess.
4. Fill in Description. It is required, and it is a formatting editor: headings, bold, italic, underline, alignment, bullet and numbered lists, and links.
5. If you want a structure to follow, press Copy Request Format. It copies a short template to your clipboard covering what happened, which module or software, how to reproduce it, and any error code. Paste it into the description and fill in the blanks.
6. Attach evidence with Click to upload files. Up to 3 files, up to 25MB each, in PNG, JPG, JPEG or PDF. Each attachment appears as a chip, and the small cross on a chip removes it before you submit.
7. Choose Select Suggested Type. It is required, and the options are Issue Request, Feature Request and Change Request.
8. Choose Select Suggested Priority. It is required, and the options are Low, Medium, High and Urgent.
9. Press Submit.

Both the type and the priority are labelled suggested on purpose. They tell the team how it looks from your side; the team confirms the real ones during triage.

Every new request lands in the project’s Request Tracker with the status unsorted. That word means only one thing: nobody has triaged it yet. Once someone does, the status becomes Sorted Issue, Sorted Feature or Sorted Change, and the work continues as a record in the matching tracker.