What is an Issue?

An Issue is a collection of elements that enable case management. There are two default Issue types: Case and Task. More Issue types are available upon request. Please reach out to your Customer Success Manager to know more.

Default Issue type (Case): holds the report and all other information regarding what is being reported and how it is handled in the organisation.

When a Reporter submits a message through your organisation’s Channel, the system automatically creates an Issue of that report in your organisation’s system.

You may also create an Issue manually. Go to How do I create an Issue manually? to learn more.

Below you can see the default elements of a standard Issue. Additional elements, like custom fields, forms, tasks and AI solutions may be included, depending on your system’s package.

1. Issue number: the unique ID of the Issue
2. Summary: a summary of the Issue 
3. Description: a short description of the Issue
4. Report: contains the communication thread between the Reporter and the organisation. Additional information of the report such as source and Intake form are also located here.
5. Documents: any attachments sent by the Reporter or uploaded by the Users
6. Forms: you can add forms to your Issue; these won't be seen by the Reporter
7. Linked issues: you can link Issues that are related to each other
8. Activity: comments regarding the Issue are not seen by the Reporter; the history tab logs all actions and events regarding the Issue
9. User access: you can manage the access on an Issue level
10. More actions: you can export the Issue, add documents or change the Issue type
11. Status: the current status of the Issue and the button to change it
12. Assignee: the User currently assigned to the Issue
13. Domain: the Domain that the Issue is stored in
14. Labels: added and maintained by Users 
15. Received on: the date that the report was received from the Reporter (automatically filled); or the date the Issue was manually created (manually filled)
16. Acknowledged on: the date is dependent on your system configurations setting for ‘Acknowledgement of receipt setting;’ this can be the date of receipt or the date of first reply. Go to  How do I change "acknowledged on" date within an issue?    to learn more.
17. Due date: the date selected as the due date
18. More fields: Fields customised for your Issue type.
19. Created on: the date the Issue was created
20. Last updated: the date the Issue was last updated
    
    

Sub-Issue type (Task): is always tied to an issue as a child. It’s purpose is to assign a task to an individual user and to monitor and document the process and outcome of that task. 

Tasks can be added to the Issues. To learn how you can read How do I add Tasks inside an Issue?

If this feature is enable for your system, you will see it right above Activity. You can find more details here: How do I create an issue manually?