How can I process an issue?

Important information
Are you unable to perform the following steps? Perhaps you don't have the right role or user type. Please contact your organization's Administrator or click here to read more about roles & user types.

If an issue has been created, then of course it has to be handeld. If you are working on resolving the issue, then you can change the status to In Progress and when it is resolved, then to Closed. You can add an action or assign the issue to someone else. We'd like to explain how you can do this.

Choose a topic you want to learn more about:

• Dashboard
  • Edit an issue
  • Add an action
  • Close or reopen issues in bulk
• App
  • Edit issue
  • Add an action

Dashboard

All steps in the Dashboard start with the following step:

1. Navigate to Issues

- All issues of all Clients, Objects and Units in your group: Click on Issues in the menu bar

- Navigate to the required Clients, Object or Unit via the menu bar and click on Issues in the local navigation on the left

Edit an issue

By editing an issue you can change the title, description, status, type of an issue or assign it to an employee. The status of an issue can be changed when you have solved the issue for example. You can also choose to close one or more issues at once, this is explained under closing issues in bulk.

To change an issue in the Dashboard, follow the steps below:

2. Click on the concerning issue that needs to be changed

3. Click on Editat the top right

4. Select the element you want to change:

a. Change the issue type

b. Change the title

c. Change the description

d. Change the status, choose from:

- Open

- In progress

- Closed

e. Assign the issue to a user

f. Add an additional photo

5. Click on Save at the bottom of the page

The selected issue has been changed.

Add an action

To add an action to an issue follow the steps below:

2. Click on the title of the issue you want to add an action to

3. Click on Add action at the top right

- Fill in a Title

- Fill in a Description

- Optionally change the status of the issue (open, in progress or closed)

4. Click on Save

Close or reopen issues in bulk

2. Select the row of one or more issues by clicking on the row, next to the title 

3. Now the buttons Close and Reopen will become available at the top right under the filters

4. When you click on Close or Reopen, a screen will appear to confirm your action

5. Click on Confirm

The issue(s) are now closed or reopened.

Take note
- Closing an issue in bulk is only possible when the issue has the status 'Open'. This is not possible if the issue has the status 'In progress'.
- Reopening an issue in bulk is only possible if the issue has the status 'Closed'. 

Tip
Do you want to close multiple issues at once? By holding down the Ctrl key, you can select multiple issues at once. 

App

All steps in the App start with the following step:

1. Navigate to Issues

- All issues of all Clients, Objects and Units in your group: Click on Issues

- Navigate to the required Clients, Object or Unit and click on the relevant entitiy

Edit issue

By editing an issue you can change the title, description, status, type of an issue or assign it to an employee. The status of an issue you change when you have resolved the issue for example. 

To change an issue in the App follow the steps below:

2. Click on the concerning issue that needs to be changed

3. Select the element you want to change:

a. Change the issue type

b. Change the title

c. Change the description

d. Change the status, choose from:

- Open

- In progress

- Closed

e. Assign the issue to a user

4. Click on Saveto save the changes

Tip
Do you want to quickly close multiple issues? Then swipe from left to right from the overview on the icon of the relevant issue until you get a blue flag. Do this for all issues you want to close, then click sync to save the changes. This way you can quickly update multiple issues at once.

Add an action

You can add an action to an issue immediately when you first report the issue or afterwards.

2. Click on the title of the issue you want to add an action to

3. Click on the tab Actions at the top right

4. Click on Add action

- Fill in a Title

- Fill in a Description

- Optionally add Photos (maximum of 4)

5. Click on Checkat the top right to save the action

6. Click on Saveto save the issue