Overview
A report can be handled within the platform. Local support remains available without an external tracker or supplier sharing.
Prerequisites
Reports must be enabled for the account. Reporters follow their own cases. Account administrators can read account reports; replying as support or reading internal notes requires an explicit support capability granted by the installation operator.
Step by step
- Open your report in My reports and read the public conversation.
- Reply with the requested information. The platform assigns your authenticated identity as the author.
- Read the summary when the case reaches an outcome. Reopening preserves the conversation, evidence and earlier history.
Settings & options
The SuperAdmin queue offers account, owner, service state, authority, priority and delivery filters. Open a report to read the public conversation, permitted attachments and history. Support actions require the corresponding capability; account administrator access alone does not grant it. A private note and a public reply are separate actions. Changing the action clears the draft so private text is not carried into a public reply.
In Reports configuration, review local support, the installation tracker and supplier sharing separately. Sharing can be disabled, manual or automatic under the current policy. The effective mode, its source and revision are displayed. The installation defines the ceiling and an account can only restrict it. Disabling pauses new supplier effects; it does not recall data already shared. Re-enabling does not automatically send old reports.
Installation Linear uses a Personal API Key configured only by SuperAdmin. The account OAuth integration does not control reports. Choose a team and labels from the server catalogue; verify readiness and webhook status separately. Saving or rotating a credential is distinct from reconciling an existing report destination. Diagnostics do not create an issue or send a reply. An unconfirmed external result requires checking the existing receipt.
The operator may configure a neutral public support name, signature, contact URL and terms to replace, as well as explicitly delegate support capabilities for a user in an account. Stored credentials are never shown in read responses.
The report Terms of Use and Privacy Policy links are optional installation settings (BUG_REPORT_TERMS_URL and BUG_REPORT_PRIVACY_URL). New installations start with these links empty. An explicitly empty report URL hides that link; only an absent legacy setting inherits the global URL. Updating the software does not rewrite stored installer choices. Configure your own notices in SuperAdmin before enabling their links. The installer is responsible for their content and applicability; configuring a URL does not establish legal compliance.
A case can be received, in triage, waiting for the reporter, in progress, resolved, closed or duplicate. Authorized support sets its owner and classification. The operator may configure a public support name, signature and contact link.
The operator configures the installation tracker. When it controls status, a requested change remains pending until its remote state is confirmed. Supplier status is a separate projection and does not resolve the local case on its own.
Use cases
For manual sharing, authorized SuperAdmin support selects the report fields, diagnostics, attachments and optional reporter/account information, enters a reason and reviews the recipient and exact preview. Public conversation, private notes and history are never selectable for this transfer. Confirming the preview queues the authorized attempt; only a confirmed server receipt proves its outcome. Content, permissions, policy or destination changes require a new preview. Expiration disables confirmation.
The supplier authenticates the installation and already knows its registered host. Leaving the optional hostname unchecked only omits it from this request; it does not make the installation anonymous.
Use a public reply to communicate with the reporter. Support uses internal notes for information that must remain outside that conversation. Notes are not delivered to trackers or suppliers and do not trigger public notifications.
Tips, limits & best practices
Resolving, closing, marking a duplicate or reopening requires a reason and a summary. A duplicate reference must be a permitted case from the same reporter and account. Editing or withdrawing a local reply preserves its history and does not recall an external copy already delivered.
A neutral name does not automatically make text safe. Avoid personal data, secrets and private links. A tracker's publication marker selects a reply; it does not sanitize its content.
Troubleshooting
If the report changed while you were editing it, refresh before trying again. A change awaiting confirmation is not completed. Failed or uncertain delivery does not authorize creating another issue or blindly resending it.
See also
Use Reports to check the case status and conversation. Ask the installation operator to review permissions, destinations and sharing.