ubTools Support

JIRA - Local help

JIRA tracks issues, which can be bugs, feature requests, or any other tasks you want to track.

Each issue has a variety of associated information including:

  • the issue type
  • a summary
  • a description of the issue
  • the project which the issue belongs to
  • components within a project which are associated with this issue
  • versions of the project which are affected by this issue
  • versions of the project which will resolve the issue
  • the environment in which it occurs
  • a priority for being fixed
  • an assigned developer to work on the task
  • a reporter - the user who entered the issue into the system
  • the current status of the issue
  • a full history log of all field changes that have occurred
  • a comment trail added by users
  • if the issue is resolved - the resolution
Issue Types

JIRA can be used to track many different types of issues. Below are the types configured in your system. More can be added from the administration section.

Oracle - Administration
Oracle - Database Tuning
Oracle - Internals
Oracle - Operating System
Oracle - SQL Tuning
Oracle - SQL*Net
Support by Email
ubTools - Enhancement Request
An improvement or enhancement to an existing feature or task.
ubTools - Information
Information for the product.
ubTools - License Request
A new license request.
ubTools - Other
Other issues.
ubTools - itrprof SQL Analyzer
ubTools - ubGuard
ubTools - ubSQL
Priority Levels

An issue has a priority level which indicates its importance. The currently defined priorities are listed below. In addition, you can add more priority levels at the administration section.

Blocks development and/or testing work, production could not run.
Crashes, loss of data, severe memory leak.
Major loss of function.
Minor loss of function, or other problem where easy workaround is present.
Cosmetic problem like misspelt words or misaligned text.

Each issue has a status, which indicates the stage of the issue. In the default workflow, issues start as being Open, progressing to In Progress, Resolved and then Closed. Other workflows may have other status transitions.

The issue is open and ready for the assignee to start work on it.
In Progress
This issue is being actively worked on at the moment by the assignee.
This issue was once resolved, but the resolution was deemed incorrect. From here issues are either marked assigned or resolved.
A resolution has been taken, and it is awaiting verification by reporter. From here issues are either reopened, or are closed.
The issue is considered finished, the resolution is correct. Issues which are closed can be reopened.

An issue can be resolved in many ways, only one of them being "Fixed". The defined resolutions are listed below. You can add more in the administration section.

Product Update (Major)
A major update for this issue is checked into the tree and tested.
Product Update (Minor)
A minor update for this issue is checked into the tree and tested.
Product Update (Bug)
A bug fix for this issue is checked into the tree and tested.
Won't Fix
The problem described is an issue which will never be fixed.
The issue was answered.
The problem is a duplicate of an existing issue.
Cannot Reproduce
All attempts at reproducing this issue failed, or not enough information was available to reproduce the issue. Reading the code produces no clues as to why this behavior would occur. If more information appears later, please reopen the issue.
Third-party Problem
The problem is caused by a third-party product.
Customer Timeout
If there has not been a response from the customer within two weeks, the issue is closed.
Not a Problem
The reported behaviour is as expected.
The issue was rejected.