Issue Log User Guide

Table of Contents


How do I create an issue log?

Creating a log: To create a log, select “Log Issue” which can be found on the top right of your Issue Log home page. Fill in for the following required and optional log details (outlined below). When done, click “Log It.”

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  • Required fields include:
    • Bad Outcome statement
    • Responsible Party (at least 1, no max #)
    • Severity (1-5)

  • Optional fields include: 
    • Detailed Description
    • Followers (select for an “Interested Party to Notify” from the dropdown menu and/or “Mention” someone using the @ symbol in Bad Outcome and Detailed Description fields)
    • Tags (create a new tag or add an existing tag by typing a “#” in any text field of a log or by selecting from the dropdown.)

In the “Log Issue” window, you’ll see the below fields: 

Bad Outcome: An identified problem. A good example of this outlines the identified problem, who caused it i.e. the responsible party, and the impact, i.e. the “so what.” Example: “John Doe did not enter interview feedback in time, leading to a delay in making a candidate offer. Severity 3.”

Status: The status field communicates the stage of a log as it moves from creation to resolution. Keeping this information accurate allows users to use the default dashboard views to easily find logs that require attention. There are three status types:

  • Review: The log has been created and is not yet ready to be diagnosed. At this stage you can expect the bad outcome, severity, responsibility party and the logger to have been identified as these fields are required to create a log.
  • Diagnose: A diagnoser is assigned and the log is ready to be diagnosed. 
  • Closed: A log has been resolved.

Severity: Severity indicates the degree of badness/impact caused by the identified problem. The scale ranges from 1 (very low impact) to 5 (terrible, company wide impact). Think of severity, as the priority for which the problem should be addressed.

Roles: There are two categories of user roles associated with an Issue Log: 1) participants and 2) followers.

  • Participants: Participants are users involved with the bad outcome or the diagnosis of a log. A Participant can be a Responsible Party, a Logger, or a Diagnoser.
    • Responsible Party (RP): The person who is responsible for the bad outcome identified in the log. It is required that you assign an RP to create an issue.
    • Logger: The person who creates a log.
    • Diagnoser: The person responsible for leading the diagnosis discussion to understand the root causes (people or design) of an issue.
  • Followers: Followers are users who you would like to inform (and keep up to date) about the log or have included in the diagnosis. Followers aren’t necessarily responsible for the bad outcome. There are two types of followers: 
    • Interested Parties to Notify: People who are added to the log via this field in the log, so they receive notifications about the log as it moves through statuses. For example, you may consider adding the manager of a team/area as an interested party so that they are informed of the issue and its resolution.
    • Mentions: People who are tagged by an “@” in any text field (except the comments field). For example, you may consider mentioning your coworkers on a project as you describe a bad outcome.

 

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How do I diagnose an issue log and evolve?

Diagnosis is the process to understand the root and proximate causes of a bad outcome and help determine who should do what differently. Many people will instinctively move straight from perceiving a major problem to figuring out how to solve it. The diagnosis process ensures a methodical handling of issues in which a deeper understanding of problems is used to inform design decisions. It involves speaking with the relevant people and looking at the evidence together to determine the root and proximate causes. When done well, it helps get to the level of determining what it is about the people and/or designs involved that led to the bad outcomes (and who needs to do what and/or what needs to be changed going forward). 

At the highest level, the most important questions you’re ultimately trying to answer when diagnosing are: 

  1. Is the outcome bad?
  2. Who is responsible for the outcome?
  3. If the outcome is bad, what does that say about the Responsible Party and his/her performance in their role, and/or is the design bad?
  4. Evolution - who should do what differently?

The Issue Log is designed to facilitate the diagnosis process through a series of questions which can be found under the diagnosis section of a log. Follow the below steps to set up a log for diagnosis:

  1. Edit Log Status: To set up a log for a diagnosis, tap “Edit Issue” and change the default state from “Review” to “Diagnose” 
  2. Select Diagnoser: You (as the RP) or your manager will then assign a diagnoser. They may choose to diagnose the log themselves or assign another believable party to do so.
  3. Complete Diagnosis Form: To diagnose a log, the assigned diagnoser will simply work through and answer the diagnosis and evolution fields in the app.

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