There is information included in the I.T.E.M.S. issue that InfoEd must have in order to triage the reported problem to get it into the Development queue or otherwise addressed. Having to correspond back and forth to clarify issues adds to our processing time towards resolution and it is a hassle for our user community who have to take time out of their day to update I.T.E.M.S. with additional clarification. In an effort to limit the frequency with which we have to contact users to provide clarification, here are some tips for completing the data elements that appear on the I.T.E.M.S. ticket:
Description – The description should be a quick one-line overview of the issue you are experiencing but should not be so vague that it only identifies the module and general functional area.
Good example: “Error when selecting PI in proposal”
Bad example: “PD issue”
Details – The details field should include specific information regarding the issue you are experiencing.
Example: When logged in as a Research Administrator I receive an error message (clickboom) on the budget period 2 detail screen when trying to add another person as the PI.
Steps to Reproduce – This should describe the exact steps you took to find the issue you are reporting.
Example: Log in with RA role > Open proposal **** > Budget > Budget period 2 detail > Add > Select the correct person > Select their role as PI > Select > Error.
Environments – Please be sure to mark which environment you discovered the issue in. Please also indicate which environments you would like the fix to be applied to when available.
Record Identifier – Please indicate which record number you were using when you found the issue.