Testing configuration changes before enabling them on a production Issuetrak site helps maintain system stability and a consistent user experience. This article is intended for System Administrators and provides guidance on testing new functionality, such as automation and task groups, using Issuetrak-recommended best practices.
Overview
Issuetrak allows administrators to configure automation, SLAs, tasks, issue forms, permissions, and more to meet organizational needs. As a best practice, configuration changes should be tested in a controlled environment before being deployed to production. Testing helps confirm expected behavior, reduce the likelihood of errors, and minimize disruption to end users.
Using a Test Site
A test site provides an isolated environment where you can evaluate configuration changes without impacting live data or active users. Complex configuration updates should always be built and validated in a test site before being applied to your production environment. For instructions, see the Help Center article on Test Site Creation.
Test sites are commonly used to evaluate workflow changes, automation rules, task groups, form updates, and permission modifications. Testing in this environment allows administrators to trigger notifications, routing, and automation safely, without the risk of unintended communications.
By default, email delivery and background processing are disabled in all test sites. This prevents automations, SLAs, and notifications from sending emails that could confuse users. These processes can be enabled when needed to support comprehensive testing. When doing so, Issuetrak recommends using a dedicated test email address that is not used in production.
For the most accurate results, your test site configuration should closely mirror your production site. Significant differences between environments can lead to unexpected behavior during deployment. Issuetrak Support can assist with creating a test site or refreshing data in your testing environment as needed.
Testing Automation
Issuetrak automation features, including Auto Assignments, Workflows, and Substatus Rules, should be tested before they are enabled in a production site. Each automation rule should be tested individually to verify that its triggers, conditions, and actions behave as expected.
Testing should confirm that triggering events occur correctly, and that the resulting actions, such as field updates, assignments, email notifications, and timing-based actions, execute as intended. Test issues should closely reflect real-world submission and update scenarios.
Use the Issue Change Log to review automation activity and confirm that changes are applied in the correct order and at the appropriate time. The Issue Change Log provides visibility into updates made by automation, including status changes and assignments.
If multiple automation rules apply to the same issue, test those rules together to ensure they do not conflict. Validating combined automation scenarios in a test site helps identify unexpected behavior before changes are deployed to production.
Testing Task Groups
Task Groups should be tested to confirm that tasks are created at the appropriate stage of the issue lifecycle. Verify that task assignments and completion behavior function as expected as the issue progresses.
Testing should include scenarios in which task groups are added manually, populated through issue templates, and triggered by task completion that initiates additional tasks. Confirm that task visibility and permissions align with your organization’s requirements and user roles.
For additional guidance when designing or updating task processes, see the Help Center article Best Practices – Working with Tasks and Processes.
Simulating Operational Scenarios
Testing should reflect typical system usage. Submit test issues using different user roles, forms, templates, and task processes to evaluate how configuration changes perform in real-world scenarios.
Including internal stakeholders in testing can help identify usability concerns and workflow gaps before deployment, ensuring a smoother transition to production.
Reviewing Permissions and Notifications
Configuration changes can affect user access and communication. Verify that users can view only the issues, tasks, and fields appropriate to their role. Confirm that email notifications are delivered to the correct recipients and that message content is accurate.
Testing should include multiple user roles to ensure permissions, visibility, and notifications function as intended. To facilitate testing, administrators have two options:
- Clone users: If licenses are available, end users and agents can be cloned to create test accounts with the same entity memberships and permissions as the production user.
- Log in as a user: In a test site, administrators can reset the password for an existing user and log in as that user to verify permissions, visibility, and access to features.
Both approaches allow administrators to confirm that configuration changes behave as expected for different user roles before deploying them to production.
Deploying to Production
Before applying changes to the production site, confirm that testing is complete and results meet expectations. Document configuration changes and plan deployment during a low-usage period when possible.
After deployment, monitor system activity to confirm that features perform as expected.
Summary
Testing Issuetrak configuration changes in a test site helps ensure reliable system behavior and reduces deployment risk. Validating automation, task groups, permissions, and workflows before production deployment supports a stable and predictable Issuetrak environment.
