Create Your Own Issue Management System

Effective issue management is a cornerstone of project success. Every bug or issue, no matter how small, needs to be tracked and resolved in time to maintain project momentum. In this post, we’ll explore how an issue management system in Zoho Projects is used to manage issues in our own product management process.

Real-time Example:

During the software testing process, when the tester identifies an issue impacting the Global Web Tab feature task where the alignment breaks in certain browsers, it follows a predefined process for resolution. Here’s how the issue management system handles this end-to-end.

Submit Issues using Custom Fields

Custom fields are created within the Issue Layout, allowing testers to submit issues with key details like severity, module, browser type, and font family. In the case of the Global Web Tab alignment issue, the browser type field helps pinpoint which environment is affected.

How Other Industries Can Use Issue Layouts In This Process:  

Construction: Track issues like material defects or design flaws using custom fields such as location, material type, grade, etc.

Manufacturing: Track production line breakdowns or machine malfunctions issues with custom fields like product phase, machine type, location, etc.

SLAs Based on Issue Type

SLAs are configured based on the issue type, such as Support, Security, Privacy, or Performance, to set resolution deadlines. If the issue is categorized as one of these types, the SLA triggers a resolution within 24 hours. If the issue remains unresolved, it escalates through Levels 1–4.

How Other Industries Can Use SLAs In This Process:

Construction: Set SLAs to resolve critical issues like safety violations or structural failures quickly.

Manufacturing: Set SLAs for issues like production line stoppages to minimize downtime.

Automate Assigning Issues

A tag is created using the feature name and is associated with the issue when it is submitted. Business rules are created using the tags as criteria to automatically assign the issue to the relevant developers, designers, managers, and project managers (PMs).

How Other Industries Can Use Tags In This Process:

Construction: Automatically assign issues using the issue type as tags, such as plumbing or electrical, to the appropriate contractors or subcontractors.

Manufacturing: Use tags like machinery or production to assign issues to maintenance teams or shift managers automatically.

Bulk Update Issues

A custom view is created to track and bulk update all issues related to the feature using the tag as a criteria.

How Other Industries Can Use Custom Views In This Process:

Construction: Create custom views to track and update issues related to electrical work.

Manufacturing: Create custom views to track and update production-related issues.

Manage Duplicate Issues

If a duplicate issue is submitted, the developer can link it to the original issue using the is duplicate of link type for identification. A custom function is created to ensure that duplicate issues are closed only when the original issue is closed ensuring no redundancy in the issue tracking process.

How Other Industries Can Use Link Issues In This Process:

Construction: Link duplicate issues like multiple reports of the same electrical fault.

Manufacturing: Link duplicate maintenance issues to the original issue to ensure a single resolution.

Associate Tasks to Issues

The Global Web Tab task is associated with the issue, allowing both the development and QA teams to monitor the progress of the work item from a single place. When a tester opens the task, they can view all associated issues, and when opening an issue, they can easily track the associated task.

How Other Industries Can Use Task Association In This Process:

Construction: Associate tasks like Foundation to issues like Cracked Foundation for easy tracking.

Manufacturing: Associate maintenance tasks to machinery issues to track progress.

Automating Status Updates

A custom function is created to automate the update of issue statuses. when the tester updates the task status to Started Testing, the associated issue status is automatically updated to In QA Process. Similarly, when a developer resolves the issue and updates the task status to Resubmit for QA, the associated issue status is updated to To be tested. Issue Tracker Notifications are used to send notifications to all team members to keep everyone informed about such status updates.

How Other Industries Can Use Custom Functions In This Process:

Construction: When the Electrical Safety Check issue status is updated to Passed, the associated task, such as Wiring Installation, will automatically update its status to Inspection Complete.

Manufacturing: When the Material Shortage issue is updated to Resolved, the task status for Electrical Installation will automatically update to Work Completed.

Automate Adding Followers

Sometimes issues need further validation before they are resolved. Developers can update the issue status, such as Intentionally Done or Discuss with the PM. Business rules are created to automatically add relevant product managers (PMs) and other team members as followers with such statuses as criteria. This ensures that decisions are validated and any necessary inputs are added through comments before moving forward.

How Other Industries Can Use Business Rules In This Process:

Construction: Automate adding followers to validate electrical safety checks or structural issues before moving forward.

Manufacturing: Automate adding followers to validate machine repair statuses before completing maintenance tasks.

Checklist for Testers

Once the feature is reviewed and tested, the Checklist Extension is used for the associated task. The tester is required to complete a predefined checklist within the task to verify that all relevant testing scenarios have been covered. This checklist ensures that no critical testing aspects are missed.

How Other Industries Can Use Checklist Extension In This Process:

Construction: Use checklist to create a punch list to ensure all inspections, tests, and final verifications are completed before a task  issue is marked as completed.

Manufacturing: Create a compliance checklist to ensure product assembly and quality control steps are completed before a task  issue is marked as completed.

Note: Checklist extension can be used for both tasks and issues.

Resolve Issues

Upon resolving the issue, the developer can resolve the issue from the issue details page with the context.

Custom Notifications

Custom email templates in Issue Tracker Notifications are used to automate communication. Developers and the relevant team members are automatically notified about reopened issues. This helps prevent delays in the project.

How Other Industries Can Use Email Templates In This Process:

Construction: Create customized email template and use it in issue tracker notifications for critical issues like safety violation when reopened.

Manufacturing: Create customized email template and use it in issue tracker notifications for maintenance issues when reopened.

Features used in the process: Issue Layouts, SLAs, Tags, Business Rules, Issue Tracker Notifications, Link Issues, Custom Function, Checklist Extension, and Email Templates.

If you have any questions, do leave a comment below or mail to us at: support@zohoprojects.com.

• Topic Participants

• Navya Nune

  

• frankn66

  

• François

• Monica P

  

• Sticky Posts

• Zoho Projects - Q3 Updates | 2025

  Hello Users, The final quarter of the year 2025 has begun, and we at Zoho Projects are all set with a plan. New targets to achieve and new milestones to reach, influenced by the lasting imprint of the past quarter. 2025's Q3 saw some new features and

• Introducing Version-3 APIs - Explore New APIs & Enhancements

  Happy to announce the release of Version 3 (V3) APIs with an easy to use interface, new APIs, and more examples to help you understand and access the APIs better. V3 APIs can be accessed through our new link, where you can explore our complete documentation,

• Schedule Exports for Regular Project Updates

  Tracking project data often means exporting data at regular intervals. Instead of manually exporting data every time, users can schedule exports for Phases, Tasks, and Tasks in Zoho Projects. These exports can be set to run once, daily, weekly, or monthly

• Set Custom Business Calendars and Holidays for Global Teams

  Managing a project across diverse teams means accounting for more than just tasks and deadlines; it means acknowledging how and when each team actually works. Users might follow different working days or observe region-specific holidays that cannot be

• Restore Trashed Records Anytime Within 30 Days

  Access the recycle bin from the Data Administration tab under the settings page in Zoho Projects, which gives better control over the trashed data. When records like projects, phases, task lists, tasks, issues, or project templates are trashed, they are

• Recent Topics

• Spell check sucks

  Come on guys, it's 2024 and your spell check is completely retarded. You gotta fix it.

• How to include total km for multiple trips in expense report.

  Whenever I create a mileage report it only shows the total dollar amount to be reimbursed. The mileage for each individual trip is included but I also need to see the total distance for all trips in a report? How do I do this?

• Outgoing blocked: Unusual activity detected.

  I just made payment for my Zohomail Today and have been debited so i will like to be Unblocked because this is what it says (Outgoing blocked: Unusual activity detected) Thank you i await your swift responses

• Zoho One Login Issue - Unable to receive OTP

  Hi Support Team, I am experiencing a unique login issue with Zoho One. I am attempting to log in from India using Zoho Login credentials provided by a USA-based client. Their Zoho account is hosted on a US data center. After entering the username and

• Question Regarding Managing Sale Items in Zoho Books

  Good day, I was wondering about something. Right now, Zoho Books doesn’t seem to have a way to flag certain items as being on sale. For example, if I want a list of specific items to be on sale from October 1 to October 12, the user would have to export

• In the Zoho Creator Customer Payment form i Have customer field on select of the field Data want to fetch from the invoice from based on the customer name In the Customer Payment form i Have subf

  In the Zoho Creator Customer Payment form i Have customer field on select of the field Data want to fetch from the invoice from based on the customer name In the Customer Payment form i Have subform update Invoice , there i have date field,Invoice number

• Problem of Import Client Users From CRM and or Expense

  I am premium plan user on Projects. I have about 500 customers on Expense and CRM that integrated with each other. According to at below link, I am trying to import clients from CRM, system not allowed to select any customer. If I import from Expense,

• Unable to see free plan option

  Hello Zoho Support Team, I hope you are doing well. I am trying to sign up for Zoho Mail, but I am unable to see the option for the free plan. Could you please guide me on how I can access or activate the free plan? Thank you for your assistance.

• unblock my zoho mail account. outlines@zoho.com

  please unblock my zoho mail account, outlines@zoho.com

• domain not verified error

  Hi when i try to upload a video from zoho creator widget to zoho work drive iam getting domain not verified error.I don't know what to do .In zoho api console this is my home page url https://creatorapp.zoho.com/ and this is my redirect url:www.google.com.Iam

• equest to Disassociate Bigin from Zoho One and Migrate to Standalone (Upgrade to Bigin Premier – 3 Seats, Annual)

  Dear Zoho One Support Team, I’m writing to request your assistance to disassociate (remove) the Bigin application from our Zoho One organization while preserving all existing Bigin data. After the disconnection is successfully completed, we intend to

• SMTP email sending problem

  Hello, I've sent emails before, but you haven't responded. Please respond. My work is being disrupted. I can't send emails via SMTP. Initially, there were no problems, but now I'm constantly receiving 550 bounce errors. I can't use the service I paid

• billing

  hi, I am being billed $12/year, and I can't remember why. My User ID is 691273115 Thanks for your help, --Kitty Pearl

• How to add receipts

  How to add receipts

• Unable to enable tax checkboxes

  Hi Zoho Commerce Support, I'm writing to report an issue I'm having with the tax settings in my Zoho Commerce store. I've created several tax rates under Settings > Taxes, but all of them appear with the checkbox disabled. When I try to enable a checkbox,

• Zoho Commerce - Enable Company Name and Tax Number collection for B2B orders in Global Edition

  Please enable Company Name and Tax Details option on checkout settings in Zoho Commerce Global Edition. It is still important to collect Company Name and Tax Number for B2B sales in many countries. My business is based in Ireland (in the EU) and I have

• ZohoSign and ZohoBooks Integration/Workflow

  Hello All, We utilize ZohoSign for signatures on tax eFiles. We utilize Dynamic KBA. Additionally, we use ZohoBooks for invoicing for these services. Is there a way to accomplish the following: Send a copy of the Tax Return, Invoice and eFiles in one

• Manage monthly tasks with projectsf

  Hi All I run a finance and operations team where we need both teams to complete monthly tasks to ensure we hit our deadlines. Can Zoho projects be used for this. There many finance focused tools but we have Zoho one so want to explore Thanks Will

• Zoho Suite is very slow

  Since today Zoho is incredibly slow over all applications! What's going on?

• Combine and hide invoice lines

  In quickbooks we are able to create a invoice line that combines and hides invoices lines below. eg. Brochure design         $1000 (total of lines below, the client can see this line) Graphic Design           $600 (hidden but entered to reporting and

• Zoho Devops

  We have a Zoho one account which we have integrated with an SAS educational product, sold on a subscription model, using webhooks and API calls. We make some use of custom fields and cross module lookups and relationships. We utilize CRM, Books and billing

• Fuel up your sales with the Zoho SalesIQ + Bigin integration

  Hi everyone! We’re happy to bring you the all-new Zoho SalesIQ + Bigin integration. With this, every prospect from your website instantly becomes a contact in Bigin, complete with transcripts and follow-up tasks, so you never lose a lead again. Let's

• Introducing AI-powered Assessments & Zoho's native LLM, Zia

  We’ve shipped a cleaner, faster way to create assessments in Zoho Recruit. 🚀 Instead of manually building question banks or copying old templates, you can now generate ready-to-use assessments in just a few clicks, all tailored to the role you’re hiring

• Ability to Reset Visitor Fields During an Active Chat Flow

  Hello Zoho SalesIQ Team, We hope you are doing well. We would like to propose a feature enhancement to Zoho SalesIQ regarding the management of visitor fields within Zobot flows. Use Case: Our bot asks the visitor to provide information about a 3rd person

• External ID in Zoho CRM

  Hello everyone! We know that Zoho CRM allows you to integrate third-party apps and manipulate data through APIs. While you integrate a third-party application, you may want to store the third-party reference IDs in Zoho CRM's records. To meet this need

• Some emails are not being delivered

  I have this problem where some of my mail just seems to disappear. When I send it, it appears as sent with no mention of any problem, but my recipient never gets it, not even in the Spam folder. Same for receiving, I have a secondary e-mail address, and

• New in Zoho Chat : Search for contacts, files, links & conversations with the all new powerful 'Smart Search' bar.

  With the newly revamped 'Smart Search' bar in Zoho Chat, we have made your search for contacts, chats, files and links super quick and easy using Search Quantifiers.   Search for a contact or specific conversations using quantifiers, such as, from: @user_name - to find chats or channel conversations received from a specific user. to: @user_name - to find chats or channel conversations sent to a specific user. in: #channel_name - to find a particular instance in a channel. in: #chat_name - to find

• Template modifiactions

  Hello, I am struggling with the templates in ZOHO Books. Especially with the placement of some items, like company address, ship to, bill to etc.  For example: One item I like from template X (placement of ship to and bill to next to each other in the

• Aggregating the First Value in the Group By of a dataset

  Hi I am trying to get the following Aggregate Formula to work in my chart, but cannot seem to get the right format. I have a series of data that I am running an include_groupby and want to SUM only a column in the first row of each group. So for example.

• Admin Control Over Profile Picture Visibility in Zoho One

  Hello Zoho Team, We hope you are doing well. Currently, as per Zoho’s design, each user can manage the visibility of their profile picture from their own Zoho Accounts page: accounts.zoho.com → Personal Information → Profile Picture → Profile Picture

• Track Zoho Campaign and Workflow sales impact

  I am attempting to measure the performance of our marketing workflows and campaigns by comparing the date each campaign was sent to a contact with the purchase date of the contact. For example, if Contact A was sent Email A on 9/1 and made a purchase

• What is a line break code for zoho?

  Hi, I am archiving data by adding values from a single line field from one form to a multi-line field in another form. So I need a code/function that starts a new line on that multi-line field so it does not just keep adding it on the same line. Example, doing something like this means that it will be on a same line. archive.field1 = archive.field1 + input.Field1 I need a code so the input.Field1 can just start on the next line. Instead of "value 1, 2,3,4,5" It will be: "1 2 3 4 etc.".  something

• Automatic Project Owner change

  Is there a way to change Project Owner automatically once a specific Milestone in a project is marked as completed. Different Teams are working on projects in our Org, they have their own Milestones to complete and so we transfer the project from team

• Button to add product to cart

  Is there a way to have a button on a page, that when clicked, will add Qty 1 of a product to the cart?

• Problem with Submit Button Design

  I have made a template to apply to my forms and under the button controls, I have it set to "standard" and yet it's still filling the container. This is super frustrating and looks weird. Why do we not have full control over button size? How can I fix

• Zoho CRM- Authorize your Microsoft Teams account issue

  Hi, I tried to link Zoho CRM with Teams and I got the following message: Clicking "Authorize now" sent me to the following page, Microsoft tried to start a session but, after 3 seconds the page closed and nothing happened. I get the same message each

• Is there a way to associate an email in ZOHO Main to a Vendor record in ZOHO CRM

  My situation is as below, I have a vendor in ZOHO CRM lets say "Vend A" and an associated contact, "Cont A" If Cont A sends me an email using the email I've registered in the contact record the standard OOTB email sync will work. But the vendor has some

• Bank charges are applied. Please select a bank account.

  Hello, I'm trying to add bank charges to a customer payment, but I get the error message "Bank charges are applied. Please select a bank account." I found this old thread, where it says that I need to "select a Bank account for the 'Deposit To' dropdown

• Kaizen #207 - Answering your Questions | Advanced Queries using COQL API

  Hi everyone, and welcome to another Kaizen week! As part of Kaizen #200 milestone, many of you shared topics you would like us to cover, and we have been addressing them one by one over the past few weeks. Today, we are picking up one of those requests

• Présentation de SecureForms dans Zoho Vault

  Soyons francs : demander à quelqu’un de transmettre un mot de passe ou des informations sensibles n’est jamais une tâche facile. On attend, on relance, parfois de nombreuses fois. Et quand l’information arrive, elle se retrouve souvent dispersée dans

• Next Page