Issues application

The Issues application is a support system that enables users to get help from within the Palantir platform.

Using the Issues application, you can:

• Ask questions about applications or the platform itself.
• Triage and resolve problems, requests, and questions transparently.
• Report problems on resources from anywhere inside the platform and see which resources have unresolved issues.
• Make requests for integrating more data within the platform.

Access the Issues application

From the platform home page:

1. On the left navigation bar, select View all located to the right of the Platform Apps section.
2. Select Issues from under Support.

Search for issues

From the Issues home page, you can filter and search for specific issues to narrow down to issues of interest. By default, you'll see the Open issues overview page. You may also select Closed or All to see the respective view.

1. Sidebar filtering: The sidebar on the left offers options to filter by:

   • Priority
   • Assignees
   • Reporters
   • Mentions
   • Labels
   • Due date
   • Reported on date
   • Last updated date

2. Search issues: This search bar allows you to search through all the user-entered fields, including the Title and Comments.

3. Select Filters: The select filter option allows you to filter by issues that are related to you (for instance, issues assigned to you, reported by you, or mentioning you). There are multiple ways to sort the issues displayed in the Issues application, including:

   • Best match
   • Most recently updated (default)
   • Least recently updated
   • Recently created
   • Oldest created
   • Highest priority
   • Lowest priority
   • Earliest due date
   • Latest due date

Report an issue

To report an issue, find the Help & support section in your Workspace sidebar and select Report issue.

From the sidebar that pops up on the right, you can see your existing issues under Your issues and questions or select Report an issue to report a new issue. Depending on the configuration of your enrollment, you will then go through one of the two issue filing flows when creating an issue.

Once your issue is created, you will be brought back to the issues overview page where recent issues are listed, which will be reviewed by the relevant assignees. Select it to enter the issue-specific page and add a comment to provide further updates, or edit its status, priority, due date, assignee, inquiry type, (related) application, or label. Otherwise, select Close issue if a resolution has been reached.

Default flow

1. Select the appropriate category of help.

2. When asked for further clarification based on the category of help chosen, select from the options presented, then select Next.

3. Select details to share (for example, the file or object, or the relevant application), and consider whether suggested readings based on your selections could help. If you still would like to proceed with filing an issue, select Next.

4. Provide all details available, including a Title, Description, and any additional details such as Priority, Assignees, Followers, Labels. Then select Create Issue.

• Priority: Select the problem priority to let the supporting team know how urgent it is.
• Assignees: Select individuals that should be responsible for resolving the problem. If possible, add specific individuals that may be able to assist in the resolution of the problem. Note that the Issues application may automatically suggest assignees as well. You can unselect automatically suggested assignees, but this is generally discouraged since these assignees are made based on rules configured by your Palantir platform administrator.
• Followers: Select individuals that may benefit from awareness about the problem resolution. Note that followers will be subscribed to all updates on the problem. Note that the Issues application may automatically add followers as well; these followers are made based on rules configured by your Palantir platform administrator.
• Labels: Select labels that apply to your issue. Adding accurate labels will help support teams understand your issue, what and who it affects, and how to best provide a solution. The Issues application may automatically add labels as well; these labels are added based on rules configured by your Palantir platform administrator. Some labels may route to certain support teams, and those assignments will be automatically applied after your issue is submitted.

Simplified flow

1. Select the support type that most accurately reflects your need.

2. Provide as much information as possible, including a Title, Description, Priority, and any additional details such as Associated resources or Attachments where relevant. Then, select Create Issue.

Issue permissions

Issues will generally be accessible to all other users in your Organization. However, if an issue is related to a dataset or resource, access can be controlled with roles on the project where the dataset or resource is located. You can control whether a user can see an issue based on the filesystem permissions that user has on the dataset or resource.

Note: Creating an issue on a dataset or resource does not grant other users access to that dataset or resource.

Collaboration across Organizations

Access to an issue is subject to the Organizations associated with it. By default, all issues are associated with the reporter's Organization. When assigning an issue to users or groups outside of this Organization, the user updating the issue is able to add an Organization of those associated with the assignees to the issue. Assignees will only be able to view the issue if the issue is associated with an Organization to which they belong (for example, their Organization or an Organization to which they have been granted guest membership). This is also the case when re-assigning the issue.

When assigning issues to groups, there are no strict guarantees that any individual user of an assigned group will be able to view the issue. This is because individual members of the assigned group may not have access to any of the Organizations associated with the issue.