Configuring the Issue Management Template

This table provides a brief description of content you can or must include in the inherent issue document.

You can customize the document:

• Edit the name of the inherent issue document and any of its questions
• Add other content to the document
• Apply visibility conditions to questions, as long as the required questions and mappings are present
• Delete any of the default questions that are not required
• Set up access control for editing sections

You can use access control settings in the inherent issue document to define which groups or roles have permission to edit specific sections of the issue form in issue management projects.

• Access control on individual questions is not supported.

To enable the role-based editability for issues in control-based engagement risk assessment projects feature, a Customer Administrator user in your site must enable the self-service configuration parameter Application.SR.IssueManagement.UseTeamAccessForReadOnly.

You can add project groups and members to the team of the issue management project template.

When you configure the team of the issue management project template, keep in mind the following:

• Members of the Project Owner project group of an issue management project can edit that issue.
• If an issue management project includes an Assignee project group, members of that group can also edit that issue.
• If your site uses role-based access control in the issue form, members of these groups can only edit those sections of the issue form to which they have access. Neither task ownership nor access privileges by themselves grant permission to edit an issue.

Issue management projects do not currently support buyer category assignments.

The issue management workflow is defined by a specific pattern of phases and tasks on the Tasks tab of the project template.

The template includes the following four phases with tasks that define a default workflow for issue management projects:

• Issue Definition
• Issue Analysis
• Issue Resolution
• Issue Resolution Acceptance

You can use the default configuration of phases and tasks or customize the tasks in these phases.

• Do not add any other phases to the template.
• The template only supports Approval, To Do, and Review tasks with specific settings within them.

All of the tasks in the issue management project template must be chained together as predecessors in the order in which you want to use them in your workflow. With the exception of the first task in the workflow, none of the tasks become active until their predecessors are completed.

• The first task in your issue management workflow must be in the Issue Definition phase and cannot have any predecessors. It becomes active automatically when a user creates an issue.
• If you add another task in the Issue Definition phase, it must specify that first task as a predecessor, and so on, so that all of the tasks in the phase are chained together as predecessors.
• For the Issue Analysis, Issue Resolution, and Issue Resolution Acceptance phases, each phase's first task must specify the last task in the preceding phase as a predecessor.
• The last task in your issue management workflow must be in the Issue Resolution Acceptance phase and must not be specified as a predecessor of any other task.
• Task order in the issue management workflow is defined solely by task predecessors; do not set any of the project template's phases as predecessors of tasks, or as predecessors of other phases.

• The default owner of all the default issue management project template To Do tasks is the Project Owner project group.
  • With this setting, the user who created the issue completes the To Do tasks until an assignee is specified. After that, the user specified as the assignee automatically becomes the owner of any To Do tasks that have not yet started.
• The default approver of the default approval task in the Issue Resolution Acceptance phase is also the Project Owner group, meaning that the user who created the issue can approve the resolution. You can specify other approvers for any approval tasks in the project template.
• Issue management projects display the titles of the tasks in the workflow as process nodes; keep that in mind when naming the project's tasks.
• When assigning tasks and creating review and approval flows, keep in mind that task ownership or assignment as an approver or reviewer does not grant a user permission to edit an issue by itself. Members of the Project Owner project group and assignees have permission to edit individual issues. Supplier Risk Engagement Governance Analyst users have permission to edit any issue.
• You can modify the default values for the following settings in any issue management project template To Do task: Title, Description, Owner, Due Date, and Predecessors. Always set Allow auto complete to No, and do not apply conditions to these tasks.
• You can modify the default values for the following settings in any issue management project template Approval or Review task: Title, Description, Owner, Approvers, or Reviewers, Allow auto approve, approval flow, Due Date, and Predecessors. Do not apply conditions to these tasks.
• You can enable ad hoc approvals and reviews if you specify an empty approval or review flow for the task.