What is an Issue?

An Issue is a collection of elements that enable case management. There are 2 Issue types: Case and Task.

Standard 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 overview: basic information regarding the message (only for Issues created by a report left via a SpeakUp channel)
5. Messages: the communication thread between the Reporter and the organisation
6. Documents: any attachments sent by the Reporter or uploaded by the Users
7. Activity: comments regarding the Issue are not seen by the Reporter; the history tab logs all actions and events regarding the Issue
8. Status: the current status of the Issue and the button to change it
9. Assignee: the User currently assigned to the Issue
10. Domain: the Domain that the Issue is stored in
11. Labels: added and maintained by Users 
12. Received on: the date that the report was received from the Reporter (automatically filled); or the date the Issue was manually created (manually filled)
13. 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.
14. Due date: the date selected as the due date
15. Created on: the date the Issue was created
16. Last updated: the date the Issue was last updated
17. User access: manage User access to this specific issue
    
    

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. If this feature is enable for your system, you will see it right above Activity, marked as “T” on the screenshot above. You can find more details here: How do I create am issue manually?