Working an issue

Open an issue from the list and it fills the right-hand side of the screen: who raised it, how it is classified, and the conversation so far.

What is on an issue

Customer	Who raised it
Area	Which part of the product it concerns
Classification	What kind of issue it is
Severity	How serious it is
Team	Which team it sits with
Allocated to	The person responsible for it
Created, Last updated, Resolved	When each happened
Rating	What the person who raised it thought of the answer

Assign to hands it to a colleague. Close issue ends it.

The conversation

Underneath is Events — everything that has happened on the issue, oldest first. Each reply, note and change of stage is an event, so the whole history stays in one place.

Add event is how you add to it.

Replying, and moving it on

A reply and a change of stage are the same action: you write the text, then choose the button that says what the reply is. That keeps the status honest, because it cannot be updated separately from what was actually said.

When you are answering somebody's issue:

Button	What it does
Update the user	Sends it back to the user — status becomes With User
Private note	Internal only. The user never sees it, and the status does not change
Shared note	Visible to the user, but the status does not change
Resolved	Marks it resolved, for the user to confirm and close
Requires consultation	Needs more discussion before it can move on
Close	Closes the issue

When the issue is yours, raised with Paritor, you get the two that make sense from that side: Reply to support, which sends it back to the support team, and Shared note, which adds something without changing the status.

Stages you will not see

Investigating, Resolving, Testing, Awaiting release and Feature request are stages in Paritor's own development pipeline. They show on your issues when Paritor moves one through them, but the buttons are not offered in your database, because they describe work only Paritor does.

A half-written reply is kept

Start writing, open another issue, and come back — your text and any files are still there. Replies are held per issue, so you can work across several at once without losing anything.

Ask Cognario

Cognario is the assistant built into the issue screen. It reads the issue and what has been said, and can draft a reply for you.

Ask Cognario produces a Proposed reply you can accept, edit, or ignore. Accepting it puts the text into the reply box as a starting point — nothing is sent until you post it yourself, with one of the buttons above.

Chat with Cognario opens a conversation alongside the ticket instead, for when you want to think something through rather than get a draft. The divider between the chat and the ticket can be dragged, and the width is remembered.

If you edit a proposal and change your mind, Put back the reply as you wrote it restores what you had.

Cognario is a draft, not an answer

It proposes; you decide. Read what it has written before you send it — you are the one replying to a parent, not Cognario.