How to handle outbound issues

[Jens von der Fecht]

Hi everyone,

I might be searching with the wrong keywords (or just barking up the wrong tree), but I can't seem to find information on how to handle outbound issues. Like I do not have an issue with my own product/software I'm responsible for, but there is an issue with a 3rd party software or the software provided by the vendor. Of course I file a ticket in their ticket system - and if it's email -, but I should keep track of those issues too, right? How would you handle/record those issue in your own issue tracker instance?

Thanks a lot!

Best regards
Jens

[Trudy Claspill · Accepted solution]

Hello @Jens von der Fecht 

Welcome to the community.

What I have done is open an issue in my own issue tracker instance (i.e. JIRA) and in that issue put a link to the issue opened with the vendor. Because my co-workers may not be able to see the issue I've opened with the vendor, I also post updates in my JIRA issue about the progress made with the vendor on resolving the issue.

[Jens von der Fecht]

Hi @Trudy Claspill

I wonder where my former reply went, but hey! ;-)

Thanks for your answer. That is the road I went down initially too, but unfortunately with time I lost track of it. Could very well be that it was due to mere amount of the outbound issues, so I'll take it up once more.

Thanks again!
Jens