Sorting an unsorted request

Every request a client raises arrives unsorted, because the client is telling you what happened, not what kind of work it is. Deciding that is your job, and it takes about four clicks.

1. Open the project and go to the Request Tracker. Click the Unsorted tile to see only what still needs a decision.
2. Click the request to open it. In the About this request panel, read Suggested Type (by client) together with the description and the comments. The suggestion is a hint, not the decision.
3. Click Actions and choose Mark as an Issue, Mark as a Feature Request or Mark as a Change Request. On a narrow screen, tap Details & actions first to bring the panel in.
4. A dialog opens titled Sorting Request to: Issue, Feature Request or Change Request, depending on what you picked. Type into the “Any reason for sorting (optional)” box if the call needs explaining. It is optional, and it is the cheapest way to stop the same argument happening twice.
5. Click Confirm Sort. Click Cancel if you picked the wrong type and want to start again.

The record is converted rather than copied, so almost everything travels with it: the title, description, status, module, priority, due date, privacy level and the alias ID stay the same, and every comment and attached file is re-parented onto the new record. Nobody has to repeat themselves.

Two things are stamped at the moment you confirm. Your name becomes Sorted By on the new record, and your reason sits in the tooltip on that chip, so anyone can hover it later and read why. The project’s members are then notified that the item exists, with internal items reaching internal people only.

You are redirected to the new record after a moment: an Issue lands in the Issue Tracker, a Feature Request or Change Request lands in the Feature/Change Tracker. If the project is connected to a GitHub repository, a mirrored issue is opened there in the background as well.