For the CQM Issue Tracker and its sister projects (PCQM Issue Tracker, QRDA Issue Tracker, QDM Issue Tracker, MU Policy, etc), the statuses are defined as follows: (Note: New is no longer a status since we initiated auto-triage) Open: Submitted and triaged to the owner based on feedback In progress: Being addressed by the assignee (in some cases after re-triage) Request for Clarification: Assignee determined that there is insufficient information to answer the ticket-- it is expected that the owner will update the ticket in order to get a response and the assignee will not do so until additional information is provided Solution Review: A tentative solution has been proposed by one or more assignees. The solution is frequently approved unchanged, but users should not take action based on this solution. Resolved: The solution has been vetted and approved. It is waiting for additional steps to be formalized--i.e. the next version of a document or measure to be published, or a ballot cycle to be completed. Closed: The question has been resolved in the eyes of the assignee and the project owner. In some cases, this involves clarification, but in other cases it is after a change was made and published to correct an issue. Reopen: The reporter of a ticket or an administrator may reopen a ticket if the reporter or other users assert that the response that was finalized does not in fact address the original intent. Jira calls tickets that are not "resolved" or "closed", "unresolved". Unfortunately, while we have goal times to resolution (within 2 weeks), many tickets require vetting across multiple users like vendors or the reporting systems or even formal approvals like clearance. If the steward or developers are not available, technical and intent issues can also languish. Because many tickets require republication of standards or measures, the time to "closed" can sometimes be a year or more depending on the timing of the report and the work to close the ticket. We encourage you to update the ticket through comments to alert the owners to tickets that are stuck in the workflow. You may also contact ONC directly at julia.skapik@hhs.gov . We encourage users to also fill out the form completely and to indicate the impact of an issue in the "Impact" field as well as to indicate the "Priority" to the user. The detailed issue should be reported under "Description". The official response will be available under "Solution". We are open to feedback to improve the Jira process and some idea what timeframes would be acceptable for users. Please note we are currently working to develop and improve user guides and tutorials for users to make this more transparent.

  Help to streamline our JIRA questions; increase their resolutions & TAT time for questions. Are OPEN & UNRESOVLVED considered the same thing on JIRA? Also....should I expect an email BACK TO ME on any resolution(s) or must I check JIRA website daily on the progress of my issues? One more, what is the TAT/Turn Around Time for issues to be addressed/answered? I'm used to a Q/A site our on the CMS/Quality Net website, but I DO NOT want to assume that same process will continue within JIRA. I see where my questions are posted under 'reported by me', but when I choose 'My OPEN ISSUES' nothing appears in that section? I see where my 'reported by me' issues were assigned and unresolved', but I'm confused why these issues don't ALSO APPEAR under my OPEN issues? Will we recieve JIRA support on answering the issues? I do see where others can/do comment on each question....which is great, but JIRA response is what END USERS will follow.