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Known Issue Management

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Known Issue Management (KI) was developed to save time, improve bug relevance, and provide faster turn-around time for test cycles. This feature allows you to carry over issues that are known in the platform, into new test cycles. Known Issues can also be shared with testers so they don’t report duplicate bugs. 

Video Tutorial: Step-by-Step 

 

Adding Known Issues to Test Cycles

Any issue that is Approved in the platform will be automatically flagged as a “known issue.” If an issue is Rejected the dialog box will still give you the option of marking it as a “known issue.”  
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In Step 2 of the Test Cycle creation (or edit) workflow in the Customer App, the user is OFFERED the ability to select Known Issues to carry into the Test Cycle. This is optional. The user can choose all, some, or none of the Known Issues to carry into the test cycle.

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Even though a bug may be marked as a Known Issue, it will NOT be visible to testers unless you specifically add the bug to a particular Test Cycle.

  • A blue “bookmark” icon is used to indicate Known Issues in the title column
  • A white, or unfilled bookmark indicates an item that is no longer a known issue (but it was a known issue at the time of the particular test cycle you are viewing)

Note: If any of the Known Issues that are being carried into the new Test Cycle were originally from Test Cycles that had NDA’s, then an NDA will be required.  

Cloning Test Cycles

  • Cloning a test cycle that did not leverage known issues does NOT add any known issues to the new cycle (as expected)
  • Cloning a test cycle that had known issues in it DOES carry in those same known issues into the new cycle. In the Customer app, this means those items are pre-selected in the Test Cycle Known Issues section, but you can still choose to de-select those, and/or to select other Known Issues to be part of the new cycle.

Viewing Results

When reviewing test cycle results, known issues are separated in their own tab, so they are conveniently located, but not mixed in with new issues reported in this test cycle. Keep in mind, previously known issues are NOT included in any reporting for a given test cycle. 

Removing Known Issues

Users can manually “Unmark as Known Issue” anytime from the bugs list or bug detail page.

  • When a bug is marked as “Resolved”, the bug is automatically removed from the known issues list. Same is true if bug passes the in-Platform bug fix verification (BFV) process.
  • If a Known Issue is marked as “Won’t Fix”, then the bug remains a Known Issue, but can be unmarked manually.
  • If a bug is Resolved, and then is later marked as a Known Issue, then it will also be marked as “Unresolved”.

Bug Fix Verification

When a bug goes through the BFV process within the Platform, if it is ultimately marked as “Fixed” by the tester, the bug will automatically get removed from the known issues list. If the bug is marked as “Not Fixed”, it will remain as a known issue.

Tester View

Known Issues will be displayed along with regular Issues from the Test Cycle in the Issues tab.  A bookmark icon indicates if an issue was reported from a previous cycle. Hovering over the bookmark provides information on which test cycle the issue was originally reported in.

Clicking on a Known Issue will show the issue with a special banner to indicate it was reported in a previous cycle:

When testers try to submit an issue that is “like” (contains similar words), they receive a warning that it may be a duplicate of an already existing (known) issue.

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