Each group created on IssueBurner will have an unique email address. For example if you create a group named "helpdesk" in your organization "GreatOrg", it will have the email address: helpdesk.greatorg@issueburner.com. To report issues to this group, send a mail as below:

  To: helpdesk.greatorg@issueburner.com
  Subject: Issue title
  Body: Issue description
  Attach the files if you need to

Note that, existing email addresses can also be forwarded to a group. Refer mailbox forwarding to know more.

A group member can report an issue to the group and also assign to one of its members by sending a mail as below (assuming same group as above):

  To: john@example.com
  Cc: helpdesk.greatorg@issueburner.com
  Subject: Issue title
  Body: Issue description
  Attach the files if you need to

Notice that we have included two (email addresses of the group and a member) recipients. Here, the issue will be created for helpdesk.greatorg group and will be assigned to John.

Create a task for yourself

Create a task for others

Don't want to collaborate with the recipient?

Set issue properties

You can update an issue by replying to IssueBurner's notification mail.

Add a comment, change status, apply labels and do more just by replying to an email. Learn more.

Commenting on an issue

To comment on an issue you can do any of the following:

1. Reply to the notification mail you received from IssueBurner.
2. By doing Reply-All to the original mail from the sender. Make sure the IssueBurner email address is present.
3. Using the web interface.

Needless to say, you can also attach files while replying.

An issue in IssueBurner can be in any of the three statuses: Open, Closed and Later.

Open => the issues that you or the group are working on.
Later => the issues that you don't want to work on immediately.
Closed => the issues that are either solved, duplicate of some other issue or you are not going to solve.

Internal comment (visible only to group members)

If you want to communicate something within the group, check the "Internal" checkbox. When an issue is updated with this checkbox in checked state, the changes in this update will be visible only to the group members and the notification regarding this update will also be sent only to the group members.

Comments generated as a result of this update will appear with a 'grey' background and will be accompanied with the text "internal". Notification regarding this update will contain the text: "Type: Internal".

For issues reported to groups, updating labels is always an internal operation.

It provides a list of the relevant group members/members to whom the issue is reported to. In addition, if the owner for an issue has been set, then the list will also contain the option none.

It provides a list of groups to which the issues can be transferred to within a particular organization. Only group admins have the privilege to update a group.

For a directly assigned issue, in the text box provided, you can type in the email addresses of the people with whom you want to collaborate on the issue.

You can apply custom labels or predefined labels. For more information on labels, please refer to the labels section.

Only reporter or group admin in case of a directly assigned issue or group issue respectively can delete an issue permanently.

It allows you to update up to 100 issues at once. It is active when the group filter corresponds to either a "particular group name" or "With no group" but is not available for the filter "All".

Select issues for bulk update

 

Review and update

 

The issues chosen for bulk update can be viewed by clicking the particular issue on the bulk update form.

Once the selections of the issues are made on any page, they are retained only till the time of a successful update operation.

If you need to modify the current selection of issues, then you can make use of the “back to selections” link which would retain all the text entered in the bulk update form. The “Cancel” button would clear the current text entered into the bulk update form.

The various bulk update operations are:

1. Update status: The selected issues can be updated to either open, later or closed state. If you want to retain the current status of the issues chosen, then you can make use of the "No change" option.


2. Update owner: For group related issues, it provides a list of the relevant group members. In addition, using the “None” option will clear the current owner of the selected issues.


3. Update group: For group related issues, it provides a list of groups to which the issues can be transferred to within a particular organization. Only group admins have the privilege to update a group.


4. Add labels: You can apply custom labels or predefined labels to the selected issues. The newly added predefined label having a particular prefix would override a previously applied predefined label with the same prefix. For more information on labels, please refer to the section labels.


5. Comment: You can add comments for the selected issues.


6. Delete issue: For group related issues, only group admins can delete the selected issues permanently.

The bulk update feature does not provide options for adding internal comments, updating reported to and uploading attachments.

Labels can be used for better categorization of issues.

You can apply labels while creating or updating issues through web interface. The applied labels will be visible in green. Use the search-box to filter issues having specific labels. If you are using groups, use of labels will result in much organized collaboration.

A set of labels can be predefined for the group, which will then be visible to all group members (as an auto-complete list) while creating or updating issues in the group. To know more about how to set the predefined labels for a group, refer to the section predefined labels.

Privileges for issues reported to group

Privileges for issues reported to individuals

Labels can be applied while creating or updating issue.

1. While creating issue

a. Reporting to a group: Only group members will see text boxes to add labels. All predefined labels for the group will appear in auto-complete list.
b. Reporting to individuals: Text boxes to add labels will appear for everyone. No auto-complete list appears here.


2. While updating issue

a. Updating issue reported to a group: Only group members will see text boxes to update labels. All predefined labels for that group will appear in auto-complete list.
b. Updating issue reported to individuals: Text boxes to update labels will appear for everyone. No auto-complete list appears here.

No issue-update notification will be sent in case you just update the labels.

Applying the labels on issue update panel

 

1. In case of group reported issues, the group members will see all labels applied to the issue in green.


2. In case of issues reported to individuals, all will see the labels applied to the issue in green.

Viewing the labels on issue list page

 

Use the search-box to filter out issues based on labels. All predefined labels from the selected group will appear in auto-complete list. To filter issues, use the operator "label:" followed by the label name, e.g., label:important. Use a space to separate multiple labels and click "Go".

IssueBurner supports the keyboard shortcuts that are mentioned below -

Shortcut key	Definition	Action
u	Go to issue list page	Returns you to the issue list page or refreshes the list page, if you are already on it.
c	Create issue	Allows you to create a new issue.
k	Move to the previous issue	While on the issue list page, it moves the marker to the previous issue. While viewing the issue details, it opens the previous issue.
j	Move to the next issue	While on the issue list page, it moves the marker to the next issue. While viewing the issue details, it opens the next issue.
o or <Enter>	Open issue detail	Opens the issue with the marker next to it.
x	Select issue	Selects an issue for bulk update.
* then a	Select all issues	Selects all issues on the issue list page for bulk update.
* then n	Deselect all issues	Deselects all issues on the issue list page.
e	Update issues	Update the issues individually or in bulk.
s	Focus 'status' dropdown	Moves the focus to the status filter dropdown.
g	Focus 'group' dropdown	Moves the focus to the group filter dropdown.
/	Focus 'search' text box	Moves the focus to the search box.
?	Show keyboard shortcuts help	Displays the keyboard shortcuts help menu.
<Esc>	Escape from input field	Removes the cursor from the current input.

Issue properties are set in the subject or body of the mail and are enclosed by single square brackets. Thus, by including [status:closed labels:priority_high] in the subject or body, status is set to "closed", and label "priority_ high" is added to the issue. You can use quotes to delimit multiple values, e.g. [labels:"priority_high type_bug"].

Syntax

The email API retrieves the properties from the first set of single square brackets it encounters in either subject or body of a mail, and you must put all properties that you wish to set into the same set of braces. For example, this is valid:
      [status:closed labels:"priority_high type_bug"]

Whereas the following is *invalid* and we do not guarantee any usable results:
      [status:closed] [labels:"priority_high type_bug"]

Please make sure to only have one set of [ and ] in subject/body of an email for things to work as expected.

Status

Valid values are 'open', 'later' and 'closed'.
e.g. [status:closed]

Labels

Set any label on an issue, or multiple labels delimited by quotes.
e.g.
      [labels:type_bug]
           or
      [labels:"os_win priority_high"]

You may prefix labels with a '–' (hyphen) to remove an applied label.
e.g.
      [status:later labels:"os_linux –os_win"]
      status is set to "later", label "os_linux" is added and label "os_win" is removed from the issue.

Internal

Valid values are 'yes' and 'no'.
e.g. [internal:yes]

From

Report an issue to a group on behalf of someone. Valid value is an email address.
Note: You cannot report issues on behalf of fellow group members.
e.g.
      [from:john@example.com]
      this will create an issue on behalf of "john@example.com".