Help - Hosted IssueTracking & Helpdesk Online Software

Managing Groups

Overview

The Groups feature allows you to form a group out of your coworkers so that the members can manage the issues reported it. At "Groups" section you can create groups or manage the groups you have already created.

Creating a group

Choose names for the group and the organization. Click on "Create". The group will be created and you will become the admin of the organization. You can also create a group in an existing organization if you are an admin of the organization on IssueBurner.

Managing groups

To manage a group, click on the "manage" link beside the group name in the Groups page. Only group-admins can find this option.
Groups Image

Members

All members of the selected group will be listed here. You'll find options to i) revoke or grant admin-rights to a member & ii) delete members. Only Group-Admins or Organization-Admins will find these options.
Member Image

Edit my membership

Here, you will find the option to remove yourself from the group. While removing yourself, you will be asked to choose an owner for the issues owned by you in this group.
Edit Membership

Add more people

To add more people to the selected group enter the email addresses separated by comma and then click on "Add".
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Group settings

Here, you can choose who can report issues to this group.
settings Image

Also, you can change the Reply-To and From address that to be used in the notifications mails. Make sure that the address you use here is forwarded to the IssueBurner group email address.

Delete group

You will find the option to delete the group here. Be warned that all issues reported to this group will be deleted along with it.
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Notifications

The existing notification settings can be modified here. Furthermore changes can be made to the notifications pertaining to each group.

Notification setting page

Predefined labels for group

You can define a set of predefined labels for any group. These labels will be visible to all group members (in auto-complete list) while creating or updating issues in the group and while using the search-box. By default every group will have the following labels. You are free to change them as per your needs.

Priority-High
Priority-Medium
Priority-Low
Type-BugReport
Type-FeatureRequest
Type-Enhancement
Type-Review
Type-Other

Only an organization admin or a group admin can change the predefined labels for the group.

You may optionally define some prefixes, so that one issue may have at most one label with each of these prefixes.
Ex: You define 3 labels- Priority-Critical, Priority-High, Priority-Medium and define 'Priority' as a prefix. Now only one of these 3 labels can be applied to any issue.

To know more about how to apply the labels to an issue, refer to the section applying labels.

Default predefined labels list on group settings page

Managing organizations

To manage an organization, click on the "manage" link beside the organization name in the Groups page. Only Organization-Admins will find this option.
Groups Image

Organization admins

Here you can see the list of Organization-Admins. You will also find the option to revoke admin-rights from them. Organization Admin Image

Add more admins

Here you can enter the email addresses of the persons you want to make admin. They will be notified by email depending on their preferences.
Add Admin Image

Delete an organization

You will find the option to delete the organization here. Be warned that all it's groups along with their issues will be deleted.
Delete Organization Image

Reporting issues to a group

See creating a task for a group.

Mailbox forwarding

If you already have a help desk email address where users contact you, you can use IssueBurner with mailbox forwarding feature. This will let you keep track of those mails and follow them up using IssueBurner till they are closed.

How to setup Mailbox Forwarding?

Suppose, you have a help desk email address like contact@example.com and you want to track the mails received there and make sure no interaction is missed. To do this:

First create a group in IssueBurner. Say it’s "helpdesk.YourOrgName@issueburner.com". Now, setup a forwarding rule in the contact@example.com mailbox so that all mails that arrive in this address are forwarded to the group email address, i.e., helpdesk.myorgname@issueburner.com.

Now if someone sends a mail to contact@example.com, one issue will automatically be created out of this mail in the "helpdesk.YourOrgName" group.

By default mail notifications will be sent from helpdesk.YourOrgName@issueburner.com. If you want these to be sent from “contact@example.com”, you can change this in the Group Settings -> Change Default Reply-To option.

Why the notifications from the custom reply-to email are being marked as spam?

If you have configured a custom reply-to email for a group and the notifications for this group are being marked as spam, here is what you should do:

Add the following SPF record for your domain:

v=spf1 include:issueburner.com ~all

So, if your custom reply-to email is contact@yourdomain.com, then add the above DNS TXT entry to yourdomain.com DNS configuration. Your system-administrator should know how to do it.

User privileges

Actions allowed under different roles when an issue is reported to a group.

	Reporter	Group Member	Group Admin	Org Admin
Can view issue
Can comment
Can shift to another group
Can change owner
Can delete issue

Actions allowed under different roles when an issue is reported without a group.

	Reporter	Reported to	Owner
Can view issue
Can comment
Can change owner
Can delete issue

Actions allowed under different roles for group related tasks.

	Group member	Group admin	Org admin
Can view list of members
Can unjoin group		N/A	N/A
Can add people to group
Can delete members from group
Can make or revoke group admin
Can manage predefined labels
Can join group by self
Can change who can report issues to group
Can change default From and Reply to address
Can delete group

Actions allowed for an organization admin for organization related tasks.

	Organization admin
Revoke organization admin. from others
Add new organization admins
Delete organization