Issue states and recovery

Issue status and recovery

An issue is a report about a problem with published documentation, such as incorrect information, outdated content, or a broken link. Atloria turns the report into a ticket that can be assigned, tracked, and managed from the Issues dashboard.

The product-defined status choices include Open, In Progress, Resolved, and Closed. It also provides Waiting on customer and Paused for work that remains at the In Progress point in the journey.

mermaid
stateDiagram-v2
    Open --> InProgress: Start Working
    InProgress --> Resolved: Mark as Resolved
    Resolved --> Closed: Close as Fixed
    Closed --> Open: Reopen Issue

Before you start

Issues are project-scoped reports. Select the project whose issues you need to review before you open the Issues destination.

There is no separate save control for Status, Priority, or Assignee. Changing one of these controls invokes its update action immediately.

With these items ready, open the Issues destination and find the issue you need to review.

Find and open an issue

The Issues destination is the project-scoped entry point for reviewing reported issues. The full list is the place to select an existing issue before you use its recovery controls.

Prerequisites

• You have selected the project that owns the issue.
• You know enough about the report to recognise it in the issue list.

Steps

1. Open the Issues destination.
2. Select All issues in the overview header.
3. Select the issue you need to review from the list.

Result: The selected issue record is on screen, with its status and recovery controls available.

Understand the issue screen

The issue record brings the report, its current state, its history, and its recovery actions into one working surface. The overview screen provides the statistics period and navigation to the list and boards.

The main controls on the overview are:

On the issue record, the fields and controls are arranged as follows:

The product-defined Priority choices are Critical, High, Medium, and Low.

Waiting on customer and Paused appear at the In Progress point in the status journey, while keeping their own labels. The Close Issue area appears for every status except Closed.

Use Status to change the status, or choose a named option in Close Issue to close the issue.

Change status and recover an issue

Use the status journey when an issue is moving through normal recovery, and use a close reason when the issue has reached a final outcome.

Prerequisites

• You have opened the issue record.
• You know the next status or the reason the issue is being closed.

Steps

1. Read the current position in Status Journey.

2. Select the action that matches the current status:

   Current status	Select	Outcome
   Open	Start Working	Moves the issue to In Progress.
   In Progress	Mark as Resolved	Moves the issue to Resolved.
   Resolved	Close as Fixed	Closes the issue with the Fixed reason.
   Closed	Reopen Issue	Moves the issue back to Open.

3. Select Status to choose a different status, or select Fixed, Duplicate, Won't Fix, or Not Reproducible in Close Issue.

4. Read the status or close result on the record. A status change displays Status updated, a priority change displays Priority updated, and an assignee change displays Assignee updated. A failed update raises Update failed. A successful close raises Issue closed; a failed close raises Close failed.

Result: The issue shows the selected recovery state or close reason, and the corresponding result message appears.

When the issue needs supporting coordination rather than a status change, continue with the timeline, comment, board, or assignment controls.

Handle comments, boards, and status branches

Comments, board placement, and activity filters support recovery work without replacing the issue's status. Use them when the next action depends on a customer reply, internal coordination, or a record of what changed.

Prerequisites

• You have opened the issue record.
• You know whether the comment is for the reporter or for the team.

Steps

1. When work is waiting for a response or paused internally, read Status Journey and use the Status choice that matches Waiting on customer or Paused.

2. In Activity Timeline, select one filter:

   If you need to see…	Select
   Comments and status activity together	All
   Comments only	Comments
   Status and assignment changes	Updates

3. Select Reply to move to the comment composer.

4. Choose the visibility that matches the audience:

   If the note is for…	Select
   The reporter	Public reply
   The team only	Internal

5. Enter the comment in Reply to the reporter… or Jot an internal note….

6. Select Send reply for a public reply or Add note for an internal note. A successful comment raises Comment added; a failed comment raises Failed to add comment.

7. Select Add to Board when the issue also needs board coordination.

8. In the board picker, enter a board name in Search boards..., then select the matching board.

9. To assign the issue to yourself, select Assign to me. If you are already assigned, select Unassign me instead.

Result: The timeline shows the selected activity view, the comment uses the selected visibility, and the issue is available on the selected board or assigned according to your choice.

When an update does not work

Use the message text on screen to identify which recovery action needs attention. The issue record also uses empty-state messages when the selected timeline or board list has no items.

The Environment, On Boards, Related Issues, and Closed as areas depend on the issue's current information. If the relevant information is not present, continue with the status and recovery controls that are on screen.

If an update still needs attention after these checks, continue with the next support path.

What happens next

After a recovery action, the issue remains part of the Issues workflow: it can be reviewed in the list, worked from its record, or coordinated through a board. A public tracking page lets reporters see the issue status, public comments, and timeline without signing in.