Issues States, Dispositions, and Resolutions

Customize your issue disposition workflows according your organizational needs

Issue Resolution Workflow

Issues can be moved through four states to track resolution. There are two decision points where sign off requirements can optionally be added to limit progress until the issue has been approved. Issues can also be moved backwards through the state workflow if necessary.

Ion Issues State Workflow with Redline Opportunities

The following fields on an issue are editable in each state:

State	Editable Fields
Pending Status	Assignee Cause Condition Expected Condition Disposition Disposition Type Issue Found On Run Step Resolve Issue By Run Step Inventory Issue Occurred On Inventory Used to Fix Issue Associated Redlines and their Content Attachments Custom Attributes Label Related Issues
Pending Status when atleast One Approval/Rejection has Been Made	Inventory Issue Occurred On Associated Redlines and their Content Custom attributes Labels Related issues
In Progress Status	Assignee Cause Condition Expected Condition Disposition Disposition Type (Moves issues back to Pending to go through approval process again) Issue Found On Run Step Resolve Issue By Run Step Inventory Issue Occurred On Inventory Used to Fix Issue Associated Redlines and their Content (Can only create new redlines on the issue found on run step) Attachments Custom Attributes Label Related Issues
In Review Status	Assignee Custom Attributes Attachments Labels Related Issues
In Review Status when atleast One Approval/Rejection has Been Made	Custom Attributes Labels Related Issues
Resolved Status	Custom Attributes Labels Related Issues

Issue Dispositions

ION issues have a Disposition field, representing a method or category of resolving the issue. Depending on the severity and nature of the problem, different methods could be used requiring different levels of approval within the organization.

The disposition field on an issue must be set before moving the issue through its workflow

ION Admins can configure the list of dispositions in the Organization Settings page. Each disposition has the following fields:

• Active controls if the issue disposition is selectable in an issue.

• Name controls what is shown in the disposition options

• Description

• Approver Roles lists the number and type of approver roles needed to move the issue from Pending to In Progress

• Closure Roles lists the number and type of approver roles needed to move the issue from Review to Resolved

Add custom dispositions for issues in Settings

Approvals and Comments

Users may comment on the issue and approve/disapprove the issue content and disposition. Click the “Review” tab in the issue sidebar to see set approvers and a history of approvals and rejections for this issue.

To approve an issue, select a role and then select your name from the dropdown. Add your comment if desired and click Approve at the bottom of the dialog. The comment will appear in-line in the activity section below the issue disposition text field.

With the team based notifications, a user and their team may be assigned to multiple approval requests. However, each user can only approve for one role on an issue.

Approving will approve required approvals and where the user is assigned first before approving on behalf of a team or additional approvals.