Log an issue

How to create and update an issue in the Implementation Tracker.

When to log an issue

Anything that's worth a conversation with FullClarity during the implementation belongs in the tracker. Some typical cases:

  • A configuration value, label, or column header that should be different for your business.
  • A behaviour that doesn't match what you expected from the demo or the design spec.
  • A missing feature that's important enough to flag before go-live.
  • A failed UAT scenario (these get logged automatically — see Run a UAT cycle).

If something isn't worth raising as an issue — minor questions, clarification requests — those are better as a direct conversation with your FullClarity consultant. The tracker is for items that benefit from being tracked to closure.

Creating an issue

  1. Open the Implementation Tracker and stay on the Issues tab.
  2. Click + New Issue. The form opens as a dialog.
  3. Fill in the fields described below.
  4. Click Create. The issue appears at the top of the list with the next available issue number.

You can also click Add row to create an issue directly in the table without the form, if you only need to set a title quickly. Both routes create the same kind of issue; the form is just easier when you're filling in more than the title.

The fields

Primary information

  • Title (required) — a short, specific summary. Aim for something that tells the FullClarity team what the problem is without having to open the issue. "Estimate column says Margin % but should say Markup %" is better than "Estimate column wrong".
  • Description — the longer explanation. Useful content: what you did (steps), what you expected, what actually happened. If a specific NetSuite transaction or record is involved, name it.

Status & priority

  • Status — where the issue is in its life cycle:
    • Open — newly created, not yet picked up.
    • In progress — someone is actively working on it.
    • Blocked — work has stopped pending something else.
    • Done — resolved.
    • Won't do — agreed not to pursue.
  • Priority — how urgently you want this addressed:
    • Low — nice to have, no go-live impact.
    • Medium — should be resolved before go-live.
    • High — must be resolved before go-live.
    • Critical — blocking other work, needs attention immediately.

Choose the priority based on its impact on go-live or on other work, not by personal preference. Tagging everything Critical dilutes the signal.

Assignment

  • Assignee email — the email address of the person responsible. This is the working assignment; FullClarity uses it to route the issue internally.
  • Assignee kind — whether the assignee is FullClarity or Customer. The tracker uses this to colour-code who's currently holding the issue.

Linking & visibility

  • Linked NetSuite URL — paste the URL of any NetSuite record the issue relates to (an invoice, a project, an estimate). FullClarity can use this to jump straight to the record. You don't need to fill this in for issues that aren't about a specific record.
  • Customer visible — checked by default. Uncheck for issues you want to keep internal to FullClarity (rare; this exists mostly for FullClarity's side to use). Most customer-logged issues should stay visible.
  • Due date — when the issue needs to be resolved by. Optional. Useful when there's a hard deadline like a contract review or a planned go-live date.

Editing an existing issue

Click directly on a cell to edit it in place. For text cells (Title, Description, Linked NetSuite URL), click and type. For dropdown cells (Status, Priority, Assignee kind), click to open the picker and choose a value. The change saves automatically when you tab out or click elsewhere — there's no separate "save" step.

If two people happen to edit the same field at the same time, the system keeps the more recent change and shows a toast naming what was overridden. See Handling edit conflicts below.

Sorting and filtering

  • Click any column header to sort the list by that column. Click again to reverse the sort. The arrow next to the column name shows the current sort direction.
  • Drag a column edge to resize that column. Your widths and sort order are remembered the next time you open the tracker.

Handling edit conflicts

When someone else changes a field on an issue you also have open, the next change you make to that field gets rolled back to the current value. A toast pops up top-right of the workspace explaining what happened — for example, "Issue #3 — edit rolled back. Someone else changed the priority. Your value (Critical) was discarded. Server now shows: Medium."

You have two options:

  • Accept the current value — dismiss the toast and continue.
  • Retry your change — click Retry on the toast. The system re-applies your value against the now-current version. If the other person edited it again in the meantime, you'll see a fresh toast naming the new state, and you can decide again.

This is rare during normal use — it only happens when two people happen to be on the same row at the same time.

  • Quick start — open the tracker for the first time.
  • Run a UAT cycle — including the fail flow that creates an issue automatically.
  • Issue fields — the full field reference, including columns you can't edit (the issue number, audit timestamps).
  • UAT result statuses — the five UAT outcomes.
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