Defects
Track the software issue separately from the support conversation while preserving links between the two.
Product example
Defects interface
A focused, non-interactive representation of the current SupportMesh interface.
Tickets and defects are related but separate
A ticket is a support workflow record. A defect is a tracked software problem record. SupportMesh links them when useful, but they do not share one lifecycle.
Product example
Tickets and defects are related but separate
Focused example for tickets and defects are related but separate.
Defect status and severity
| Status |
|---|
| Open |
| Triaged |
| In Progress |
| Fixed |
| Verified |
| Closed |
| Rejected |
| Severity |
|---|
| Minor |
| Major |
| Critical |
| Blocker |
Defects also carry client visibility controls. The current database model supports hidden, summary, and visible client-facing states, with a summary required when the defect is not hidden.
Linked tickets
Multiple tickets can point to the same defect when the underlying problem is shared. Closing a ticket does not automatically close the defect record, and closing a defect does not rewrite ticket history for you.
Product example
Linked tickets
Focused example for linked tickets.