MantisHubs Sweet Filter Updates!

FilterUpdate

I don’t know about you but, I spend a lot of my time in the MantisHub ‘View Issues’ page when I want to find the issue or issues I need. ‘My View’ dashboard is great for showing me what I need to prioritize and what’s going on at the moment. But when it comes to getting the whole picture, the background, requirements and other related information, I jump onto the View Issues page. I’ve added custom fields to my projects and set them to appear in my filter as a search field. I extensively used tags to help me find what I need. And my saved filters are invaluable. I have a very special relationship with my MantisHub filter so I was super excited to see the new improvements.

The latest MantisBT updates provide a more streamlined look, improved UI as well as providing some added functionality. I love that I can now collapse my filter and get a shortcut to my usual go-to’s, my free text search, filter reset or my saved filters. It gives a little more room for my list of issues and looks that little bit leaner.

FilterUpCollapse

Other handy recent additions include:

  • checking and unchecking multiple issues using my shift key so I can narrow down my filtered list even further for printing or exporting.
  • setting my temporary filters and permalinks as persistent. That means if I navigate away from that filter it doesn’t disappear on me. I can always bring it up again just by pressing the back button.

But my favourite new feature by far is that I can now run Summary reports and Issue trends on my filtered issues!! Yay!! (MantisBT nerd alert!).

If you head directly to the Summary tab you get a great range of data and statistics. You can also install the Graphs plugin to get graphic representations of your data. Graphs are presented by a variety of variables (developer, status, priority etc) and are great for pasting into your reports. However, the statistics in the Summary page are applied to all your issues within your MantisHub, filterable only by your project selector to limit results to a single project if needed.

With these new updates, you can now run these stats on your specific filter results! So, sort your issues down to a category, reporter, a sub-set of projects, date created or updated… version information, custom field values or any combination of these AND run reports and graphs on only that information!! Are you excited yet!!??

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Well, if that didn’t do it for you I don’t know what will. For me, this has made things that much more efficient when evaluating various aspects of my MantisHub issues. I can get answers to all sorts of questions like what is the average resolution time for a specific category? OR for tickets created in this week, who has worked on the most tickets? OR which of our non-resolved issues created last month has been open the longest? You can always export to Excel or CSV to play even more with your issue data or utilize our API to integrate with a dedicated reporting tool but this might save you a step or two.

If you aren’t as yet familiar with your Mantis filter you should absolutely become acquainted. Check out these video tutorials on using your MantisHub filter and on saving and sharing your filters. And you can always read up on the KB articles or search the support page and documentation for any other questions you have.

Enjoy your new, buff filter! Don’t forget to follow this blog and follow @mantishub on twitter for all the latest MantisHub updates. Til next time!

 

 

Single Sign-on via Open ID Connect for Office 365, Google, Github and Bitbucket

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MantisHub team is excited to announce the release of Open ID federation support for single sign-on! With our AuthHub plugin, we provide open ID connect with multiple identity providers.

What is Open ID Connect? Well, in a nutshell, our AuthHub plugin allows you to enable federation based authentication for single sign-on (SSO).  It also allows the auto-provisioning of users. So on valid authentication from your centralized identity provider, their MantisHub account is automatically created!

The following identity providers are supported with qualifying plans:

  • Azure AD (Office 365) – for Platinum volume plans (200, 300, 500, 1000 users)
  • Google / Google Suite – for Platinum volume plans (200, 300, 500, 1000 users) 
  • Github – for Gold plans and above
  • Bitbucket – for Gold plans and above

Check out our pricing page for details.

For companies that use any of the supported identity providers, switching over to SSO rather than your standard MantisHub username password adds a wide range of benefits.

For your users:

  • Users don’t have to manage yet another username and password as well as all the other advantages of SSO (single sign-on). So that means changing passwords just once! And if they are already logged in, just one click of a button will get into their MantisHub account!
  • User accounts can be auto-provisioned, hence, no need to coordinate with an administrator or have a lag between needing to access MantisHub and being able to access it.
  • User hashed credentials are not stored on MantisHub servers.

For your administrators and enterprise security:

  • Users authenticating via your enterprise identity providers will honour policies configured by the administrator in accordance with your enterprise security policies. For example, using FIDO devices, multi-factor authentication, password complexity, recurring password changes, protection against password spray attacks, etc. are all enforceable.
  • Once a user account is disabled, like when an employee leaves your company, administrators just need to revoke access in the one place and access to MantisHub and other federated SaaS applications access will be blocked.
  • AuthHub can be configured to lock down a list of users or domains to only permit login via your identity provider while allowing other users to log in with MantisHub standard login.
  • AuthHub plugin can be configured to allow auto-provisioning of users with your chosen access level on successfully sign-on.  This can be scoped to a configured list of email address domains.  This reduces manual work to onboard your team and reduces human error.

Want to get started? 

Check out MantisHub’s knowledge base articles for more information including configuration options:

And if you have questions, please reach out to our lovely MantisHub support team.

 

MantisHub + Bugsee integration for Crash Reporting and In-App Feedback

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When recording software bugs in your MantisHub bug tracker, there are several features you can make use of to assist developers in deciphering and reproducing the issue so they can get down to fixing it. You can:

All super useful tools! In some situations though, such as system crashes or intermittent behaviours picked-up by your users, it can be difficult to gather all the necessary information. What if you could also capture exactly what happened at the time of the bug? Freeze frame that moment and share it with the developer? Kinda think that would make things a little easier?

Well, that’s exactly what Bugsee does! By inserting just one line of code into your Mobile or Web App, you can capture a bunch of relevant system information and store it for review by the right people.

When a crash or bug occurs in your app, Bugsee will collect:

  1. Console logs,
  2. Network traffic communications and,
  3. Video screenshot of what the user was doing leading up to the crash!

And here’s where the MantisHub/Bugsee magic happens! Bugsee will then automatically create an issue within your MantisHub, in the project of your choice, linking back to all the bug details in the Bugsee dashboard. So you can assign the issue and continue to track activity and progress on it within your MantisHub! And using your MantisHub project email notifications, you can let all the relevant people know as soon as the issue occurs and when it’s resolved. 

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With such a high level of automation and a wealth of supporting data, your developers can get bugs fixed quicker and have more time for those fun, extra features your customers ask for :).

We’re excited to offer you this new feature and it’s been a pleasure working with our friends at Bugsee to deliver this latest integration. It’s super easy and takes just 3 easy steps!

  1. Just generate a MantisHub API token,
  2. Add the integration in your Bugsee app including your MantisHub URL and token.
  3. Then define your project for automatic issue creation. That’s it!

You can check out our KB article here on how to set up your integration.

Bugsee is ranked #1 in the top iOS crash reporting tools.  Read more about the benefits of Bugsee in their blog. They offer a free account you can try out with 3-day data retention. Test it out with your existing MantisHub service or sign up for a MantisHub free trial today!

Exporting User Information and Access

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If you’re already a MantisHub customer you know that having Mantis hosted rather than running it all yourself is a huge plus. Instant setup, no upgrade, maintenance or backups overhead and access from anywhere! You also get access to their excellent support team who can help out and listen to all your feedback.

One more bonus is extra features, like the ability to import your users into your system via CSV. Currently exclusive to MantisHub, it’s a huge time saver when setting up your MantisHub if you have a large number of users to add at once. No longer do you need to perform the repetitive task of adding them one at a time. And bulk updates are easy too!

So for a while, you’ve been able to import, so, acting on your feedback, we figured it was time to give him a wife and you can now export users as well! The wedding was beautiful ;).

Our customers asked for this feature to help them track and audit user accounts. Making sure users that need to, have the right access AND those users that no longer need it, don’t. So it’s a plus for security too!

The feature is on by default so you’ll see 2 buttons at the bottom of your ‘Manage users’ page. One to export user information across all projects and one for the specific project set in your project selector. And this is the tricky part <insert sarcasm here> Just click it!

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So easy and you have all the info you need including their name, email, global access, project access level and their last login. Check out the details in the support article.

Always exciting getting to deliver those features that make customers happy (and their lives a little easier). Make sure to follow this blog and follow @mantishub on twitter to keep across all the goodies that are rolling out to MantisHub.

Your MantisHub Data at your fingertips

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The beauty of hosting with MantisHub is that you will never need to worry about the retention, accessibility or integrity of the data stored in your MantisHub issue tracking system.

All the advantages of cloud hosting are at your fingertips. Like logging into your system from any place or any machine securely.  No need to worry about the security of your servers or disaster recovery. MantisHub hosting is robust, reliable, and secure, with daily backups of your data.

With all this convenience, you still have access to export and extract your data in several ways. Whether you need to integrate it into another system, play around with some numbers, produce reports or simply for peace of mind, you’re covered with these features.

Download all MantisHub data

Any administrators within the system can access the backup option from the Manage page. From here they can generate a full backup of your MantisHub to get a snapshot of the database at any point in time. When you generate a backup, two zip files will be available for download :

  1. database and configuration” file which contains a MySQL dump of your database and your configuration files.
  2. attachments” file containing all attachments uploaded to your system.

You can upload the db.sql file to a local MySQL service for verification and access it from your favorite database viewer and analytics tools.

With the attachments, extract the zip files to get access to the attachment files.  The attachment file names will be encoded and will have to be correlated with the database to get the file meta-data.

Here’s the KB article for more information on generating and downloading backups.

As MantisHub already create a full daily backup of your data you will probably never need to use it but it may be what you need to tick some boxes on your corporate policies checklist for security or data retention.

Printing Reports

The filters within the My View page can allow you to display a specific set or subset or your issues. If you’re not yet familiar with how to use filters, check out this article and get to it as it will save you a heap of time trying to find the information you need.

Once you have grabbed the issues you are interested in, you have the option to Print Reports.

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To print it, just click the button. You can print all the listed issues or further cull the list and just display those selected. There are two options to print to; to a Microsoft Word document or HTML and it will include the Issues Details view of your issues.

Step by step instructions can be found in this KB article.

Exporting to CSV or Excel

There is also the option provided to export issue details to CSV or Microsoft Excel also from the View Issues page. This means you can do a whole lot more with your data because you can plug these into other systems to manipulate how you want. For example, MantisHub has some in-built reporting but if you’re looking for specific statistics on your issues this option can allow you to generate graphs and tables using Excel or some other application that allows CSV import.

It’s important to note that you have to define what issue fields and information you want to be included in the export. This needs to be configured in the Managing Columns section. This can be configured at a project level by the administrator [Manage – Manage Configuration – Manage Columns] but users can override this within their personal preferences [My Account – Manage Columns]. All fields that can be exported (including your custom created fields) are listed in the All Available section. Have a read about it in the Managing Columns KB article. And help with exporting can be found in this article :).

If you have Mantis Time Tracking feature turned on, you can also export this information to Excel or CSV to get some statistics on time your team spent working on issues. This is available through the Time Tracking page that is added to the menu when you enable Mantis time tracking.

API

For the technically savvy you can access information from your MantisHub through our API. This does require programming knowledge and can be a super powerful tool for pulling specific information from your system and manipulating it as needed. You can retrieve details of your projects, configuration, users, issues and filters. And the API is continually expanding so keep an eye out. To read more about MantisHub API options check out this KB article.

So if you’re looking for that flexibility while still getting the convenience of secure, reliable service, there’s your data on a silver platter :).

MantisHub are ready for GDPR. Are you?

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MantisHub, like thousands of companies out there servicing EU citizens, have been preparing for the new EEA legislation around data privacy aka General Data Protection Regulation (GDPR).

Data privacy has not had this level of attention and stringency in decades. Now the EU has taken the lead and a huge step forward in making service providers accountable for the personal data that they collect as well as giving EU citizens (and by extension much of the rest of the world) more rights and greater control over their personal data and how service providers use it and store it.

As well as defining a high level of security and protection of personal data, the legislation included specific rights for EU consumers including:

  1. Right of Access: Find out what kind of personal information is held about you and get a copy of this information.
  2. Right of Rectification: Ask for your information to be updated or corrected.
  3. Right to Data Portability: Receive a copy of the information which you have provided under contract so that you can provide that information to another organization.
  4. Right to Restrict Use: Ask for your personal information to stop being used in certain cases, including if you believe that the personal information about you is incorrect or the use is unlawful.
  5. Right to Object: Objecting to use of your information (where a party is processing it on legitimate interest basis) and to have your personal information deleted.
  6. Right to Erasure: In certain circumstances, you may also have your personal information deleted.

 

The GDPR also defines roles and responsibilities of all parties in regards to collecting personal data. Data Controllers are the primary collectors of personal data from a data subject and have a responsibility to respond to any requests by a data subject to exercise their rights under GDPR. Data processor are anyone who process the information on behalf of the Data controller and they have to make sure their systems are secure and that data controllers can fulfill requests from data subjects in regards to controlling their personal data. So for example if Joe Blow asks to have all his personal data erased, that data needs to be erased from all storage in a timely manner, no excuse.

So there is onus on data controllers and data processors to protect your privacy, the goal being to ensure systems are developed with consumers privacy in mind or “Privacy by Desgin” principles.

These responsibilities translate to MantisHub and our service in the following way.

  • For information gathered on account owners and potential customers when offering our Issue tracking and Helpdesk services, MantisHub performs the role of data controller and are required to respond to any requests from account owners.
  • For information stored in customer MantisHub services (customer content) which may be personal data, the account owners are the data controllers and MantisHub is the data processor. This includes information like registered user details (real name, email address) or data collected and added to your MantisHub issues which can identify an individual. Account owners are responsible for responding to GDPR requests regarding this data and MantisHub must ensure they have the tools to fulfill these requests and making sure the data is secured.

 

In preparation for GDPR and to help our customers also become GDPR compliant, MantisHub have made a number of changes. We have:

  1. audited how Personal Data is processed by MantisHub and determined how it is stored, used and how long it is retained.
  2. ensured automatic deletion of customer content after 30 days from when your account subscription expires or is cancelled.
  3. updated both our Terms of Service and Privacy Policy to provide clarity and transparency on how we collect and use your data and better comply with the GDPR.
  4. produced GDPR compliance documentation on our website to advise how we protect your data and allow for our customers to become GDPR compliant. This includes a list of our 3rd party, GDPR compliant providers.
  5. provided a guide on how to exercise your GDPR rights.
  6. updated some of our security procedures and included information in our security FAQs documentation.

 

MantisHub is proud to continue offering a secure, reliable service to our many EU customers as well as those throughout the world. We take customer privacy very seriously. We never sell or share your data and only use it to provide you with the best possible service. So be at ease :).

Thank you for being a part of the MantisHub community! We’re here for you so if you have any questions about GDPR or other, don’t hesitate to reach out to our team!

 

 

Keep your users in the know with MantisHub’s Announcement Plugin

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Have you ever needed to let all your MantisHub users know about something? Perhaps a new process or procedure?  Remind your reporters to make sure they include that vital information when they create issues.  Running a customer survey?  New release? Flag it to the team to check out the Changelog. Let everyone know (or maybe just your project team ; ) ) about Friday drinks. I’m sure you can think of a heap more.

MantisHub have just rolled out the new announcements plugin that allows you to create banners to be visible to your users within the MantisHub app. So you don’t need to use yet another medium to shout out to them. Some of our lovely customers have been asking for this. We totally get the advantages and are excited to deliver!

All administrators have access to install and configure the Announcements plugin. Just head to the plugins page in your MantisHub and check out our KB article for more step-by-step details. Within the configuration, Admins can define who is allowed to create banners according to access level. By default this is MANAGER level and above. You’ll probably want to keep the default. You don’t want just anyone sending out messages, but as with many MantisHub features, you have the flexibility to define it according to what suits your workflow.

Within the Announcement you can define the what, who, when and where for your banner.

What: Give it a title and message content. It can run across multiple lines and if you want, make use of Markdown to add formatting including emphasis and in-line links

Where: You can create a banner to be viewed across all projects or just for a single project and only users with access to that project will see the banner. Location will define where on the screen your message appears.

Who: Determine who sees your banner by defining the access level. Here you are setting the minimum access level for which the banner is viewable. For example, set it to ‘developer‘ and developers, manager and administrators will receive the banner. A users global access level will be applied for all project banners. For specific project banners, the system will use specific project access level if defined, otherwise it will use global access level. If a user does not have access to a private project, they will not see any banners defined for the project.

When: Set the time to live field to allow your banner to automatically disappear after your set time. A setting of 0 means your banner will remain up until you manually deactivate it, or the user dismisses it (if you’ve given them that option). The dismiss option is checked by default so once they’ve read or actioned it, your users can close the banner.

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I’m sure you can see the benefit of this great new feature in MantisHub. I’m really excited about it. I’m planning to send out a joke of the week, maybe leave them hanging and create a separate banner for the punch line after a few days. I’ll let you know how it goes ;D. Go ahead and try it out. I’d love to hear how you’ve put it to use! Just tweet @mantishub with your ideas.

Til next time…

Announcing MantisHub REST API

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At MantisHub we have been working for a while on the new modern REST API for remotely accessing MantisHub data and configuration.  We now feel that we have enough coverage of MantisHub functionality to encourage our users to switch to it.  The API can provide a great way to integrate MantisHub into your build system, IDEs, test management systems, other SaaS applications, or your own applications.

Tools for using the API

Similar to what you expect from any REST API, you should be able to easily leverage it from your preferred language and platform.  You can get the documentation for the API from our API documentation.  The API is published via Postman API network enabling you to easily download Postman definitions for the API and start hacking away.  If you don’t already have Postman, you can download it from Postman website.  For command line access to MantisHub, we developed PowerShell module which can be used from Windows, Mac or Linux. You can also use curl which is available by default for Mac and Linux.

API Access

For accessing the API you will need to authenticate, and for this you will need to generate a secure API token from within your MantisHub rather than passing username password. Instructions for generating a token can be found in our KB article here. Remember to record your generated token since it will only be displayed on generation and once you exit out you won’t be able to get it again. You should, of course, have separate tokens for each of your integrations which provides you with the ability to manage each integration independently and associate such integrations with appropriate users or system accounts in your system (e.g. a build user account).

Individual users, as well as administrators, can generate tokens so make sure the user has access to the functionality needed for the integration. For example, if a token is generated for user Bob who is a reporter for Project X and you run an API call using the token to update an existing issue or delete it, the call will fail. The only time you won’t need a token is if you have anonymous access enabled for your MantisHub and the integration only requires read-only access.

API endpoint and Resources

The Endpoint for your API will be https://<yourmantishubname&gt;.mantishub.io/api/rest/

Here’s a sample request using curl from a terminal window for MantisHub name “softwaresolutions” using an API token that will get all issues that are unassigned:
curl --request GET \
  --url 'https://softwaresolutions.mantishub.io/api/rest/issues?filter_id=unassigned' \
  --header 'Authorization:h58meqhpRzLfnGRf6Pu8FA8thjWGvBFd'

Following are examples of API capabilities around entities defined in MantisHub:

  • Issues – Retrieve one issue, retrieve issues matching a filter, create, delete or update issues, add notes, tags, relationships, attachments, etc.
  • Projects – Get a full list of all projects accessible to logged in user along with project specific configuration like categories, versions, custom fields, etc.
  • Filters – Retrieve all filters definitions, a single filter definition, or delete filters.
  • Users – Create or delete users or retrieve your user information.
  • Configuration – Retrieve one or many configuration options.
  • Localized Strings – Retrieve one or many Local Strings.

The API library is still growing so be sure to refer to the documentation for the most up-to-date API definitions.

MantisHub has a wide range of features and customizations that allow you to get the cover most of your software bug tracking and general issue tracking needs. We also provide a number of plugins and integrations including chat apps Slack and Hipchat, Source control integrations with GitHub and Bitbucket, JetBrains, TestLodge for test case management and more. And now with the REST API… your options just got even bigger!

**MantisHub’s previously supported SOAP API is now on the deprecation path in favor of the REST API. 

 

Protecting MantisHub users from Meltdown and Spectre Vulnerabilities

IMPORTANT NOTE: MantisHub services are patched for wide-spread security threats Meltdown and Spectre. Action Required:- Users need to update their browsers and install latest updates for their operating systems. Read on for details…

Security of cloud information is always at the forefront of any SaaS provider and long gone are the days when security was treated lightly. MantisHub prides itself on our high-security rating and we’ve addressed many security queries and concerns of our customers. Many of the security measures we have in place are listed in our KB article here. As well as providing secure infrastructure with SSL, data encryption at rest and data isolation, our team stays on top of all the latest threats, taking precautions needed to ensure the safety of your data and your service.

The Latest threats?  – Meltdown and Spectre

With the new year came reports of 2 major hardware vulnerabilities affecting a large number of modern computer processors. Including some variants of Intel, AMD and ARM processors used in personal computers, mobile devices, tablets and servers. These vulnerabilities, named Meltdown and Spectre, can potentially be exploited by hackers to access unauthorized data. It is a weakness in the hardware barrier between applications and could allow processes within one piece of installed software to access stored data of other software in the system.

The threat was reported by Googles Project Zero on Jan 3rd. It was also published in pdf by independent researchers here for Meltdown and Spectre.

What are we doing?

MantisHub primarily uses Amazon Web Services infrastructure and all security patches and updates protecting against the vulnerability have been deployed. We are also working with our other vendors and providers to ensure steps are taken to mitigate any risk to systems. MantisHub is continuing to keep across any new developments and update requirements so you can be assured that we’re doing what’s needed to make your data safe.

What can you do?

As this vulnerability is wide-spread you need to take steps to ensure all your devices have the latest updates. PC, Macs, Smartphones & tablet operating systems should all be updated and continue to check for updates regularly as some patches are still in development.  Additionally, make sure that all browsers receive the latest updates. Check out updates already available for Mozilla Firefox and MS Edge. Safari has an update “coming soon” and Chrome were due to provide version 64 on Jan 23rd but in the interim, you should follow these instructions to enable site isolation to protect against the threat and be sure to upgrade once version 64 comes out.

You can keep across any updates by following us on twitter and don’t forget to check in on our blog regularly.

Get Closure with MantisHub – Issue Lifecycle and Workflow.

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The main goal of issue tracking is to capture issues and drive them all the way to closure. A ticket is reported and our aim is to have it fixed or resolved and then close it off. Of course, each issue needs to progress through several stages before it reaches it’s final resting place and it’s important to clearly define your overall process for issue tracking and then to align this with the status at which an issue can be placed in at any particular point. This typically refers to your issue life-cycle.

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MantisHub defines 7 statuses for you to reflect status of your issues. Below outlines how these statuses would be considered in a traditional software development process but you’ll see that much of this is transferable to any issue tracking scenario.

  • New – This is the landing status for new issues and indicates it’s waiting on some review or action.
  • Feedback – This status is used to reflect that the issue is pending on feedback from the reporter. So is used when more information is needed.
  • Acknowledged – This status is used by the development team to reflect their agreement to the suggested feature request. Or as supporting what the reporter is suggesting.
  • Confirmed – This status is typically used by the development team to reflect that they agree with what the reporter is suggesting in the issue and that they have confirmed and reproduced the issue.
  • Assigned – This status is used to reflect that the issue has been assigned to one of the team members and that the team member is actively working on the issue.
  • Resolved – This status is used to reflect that the issue has been resolved. For added information, an issue can be resolved with one of many resolutions. For example, an issue can be resolved as “fixed”, “duplicate” or “won’t fix”.
  • Closed – This status reflects that the issue is completely closed and no further actions are required on it. It also typically hides the issue from the View Issues page. Some teams use “closed” to reflect sign-off by the reporter and others use it to reflect the fact that the fix has been released to customers.

Typically issues would move through new to closed but of course you may need to return to a previous status, for example a new development while in assigned state may require you to go back to feedback for some more information from the reporters. Or after resolution, the ticket needs to be re-opened. And some statuses may be skipped altogether, perhaps your smaller teams may not need to go through the acknowledged stage. Others may wish to skip resolved and go straight to closing the issue.

When determining your specific workflow and how they align to MantisHub statuses. It’s important to note that each of these 7 statuses map to one of 3 definite stages in an issues life as this will affect how MantisHub treats issues. For example,

  • any status related filters use this (e.g. hide status field).
  • Some workflow settings depend on these such as ‘when is an issue read-only’, and
  • your resolution values need to make sense with the status value. Check out our KB article on  valid combinations of status and resolution for details.

MantisHub determines this relationship by assigning a code to each of these statuses and using this to define the 3 stages.

  1. Open – at this stage, your issue is needing attention and actively being worked on. It will appear in filters and reports as open tickets. This stage covers the new through to assigned statuses or code values 0 to 79
  2. Resolved – at this stage your issue has been addressed but there may be some follow up (e.g. release, documentation, notifications etc). This stage contains the ‘Resolved’ status or code values 80 to 89.
  3. Closed – all work relating to this issue has been completed. This stage contains the closed status or code values 90 and above.

These stages and code values are particularly important if you’re considering customizing your status values.

Customizing your statuses

The 7 default status values do work really well for the vast majority of our customers. The terms are generic, intuitive and flexible enough to apply to any environment. However, we do offer the option to customize this for qualifying plans. The most simple changes are hiding any of the existing defaults that you find are not being used or changing the name or color for existing defaults. Not so straight forward but also commonly used are adding in some extra custom statuses.

When adding custom values here, there are 5 items of  information you need to provide. While it’s tempting to just provide the new status name, you also need to define some peripheral terminology for the system such as what phrasing you want for email notifications. And it’s important to make sure to provide the requested terminology for any specific languages in which you use your system as these are not included in the system translations. All the details can be found in the KB article customizing issue statuses.

 

Workflow transitions

Another way to customize your workflow is by locking down transitions between each status. By default you can move freely from any status to another. But you may want to lock in certain behavior. For example, you may want the system to work such that once a new issue is changed to a higher status it can’t go back to being new. So you can disallow transition from any state back to ‘new’. Or perhaps you want to make sure all tickets go through the resolved state before being closed, so you would disallow all transitions to the closed state, except the transition from resolved state.

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You can also lock down transitions according to a users access level. By default, developers and above are allowed to change an issue to each status, the only exception being that reporters can of course create issues in the ‘new’ status.  There is simple check box configuration option to give reporters permission to re-open issues or close and this is configurable in the workflow thresholds.

To give you an example of making use of workflow transitions, lets say you want all managers to sign off on issues before they are closed, then you could set the minimum access level allowed to transition to closed status to be manager. Check out the article on workflow transitions for more details.

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Helpdesk workflow

When using MantisHub Helpdesk to handle incoming customers tickets submitted via email, MantisHub suggest a number of tips and shortcuts as well as a specific workflow. In a customer support scenario, your issues or tickets will transition frequently between the feedback and assigned statuses. When responding to customers, you should set the status to feedback indicating you are waiting on a response from the customer. Once a customer replies, the ticket is automatically set to an assigned status indicating it’s waiting on your action. The workflow suggests a streamlined approach for handling these tickets and also takes into account which types of activity within the ticket will trigger notifications to your customers. Have a read of this article and many more on our Helpdesk feature for your customer support needs.

 

Addressing your workflow process and utilizing our intuitive issue life-cycle will definitely save your team time and money. Or consider tapping into the many ways you can tailor it to your needs. Improve efficiency and create simplicity in your issue tracking process and get closure :).