Move an issue from Open through Pending Verification to Close, or send it back to the person who raised it with a reason.
Issues is the current name of the module formerly called Tags (F-Tags). Some screens may still show the old name.
Who this is for: Team leaders and anyone set as the assignee of an issue.
Before you start:
The issue exists. See Raise an issue.
You are the assignee, or you have the permission to move issues in your facility's workflow. Admins can customise statuses, transitions and who may move an issue in the Workflow builder, so your facility's statuses may differ from the ones below.
Time: 2 minutes per issue
How the stages work
An issue moves through four stages:
Open: created and saved, but not yet sent for verification.
Pending Verification: submitted and waiting for the assignee to deal with it.
Overdue: still in Pending Verification after its due date.
Close: marked as complete by the assignee.
Steps
Open the issue from the Issues dashboard, the Kanban Board or the Floor Plan.
If the status is Open, click Submit under the issue title (available in both the side window and the detail view). The status changes to Pending Verification and the assignee can act on it.
As the assignee, deal with the problem. Then open the Mark as Complete drop-down menu. It has two options:
Option | What it does |
Mark As Complete | Confirms that the issue has been dealt with and solved. The status changes to Close. |
Send Back | Sends the issue back with a reason. The status changes back to Open. |
To close it, click Mark As Complete.
To send it back, enter a reason in the Add Reason field, then click Send Back. The field is required, and the button stays greyed out until you enter a reason.
What you should see: The status reads Close and the issue moves to the Close column on the Kanban Board.
If the issue was sent back
Its status is Open again. To submit it again, edit the issue to change the assignee, then click Submit.
Sending an issue back is called a User Re-Assignment. For urgent issues, sending back can cost valuable time. Admins can limit the number of re-assignments (open the article).
If the issue is overdue
If the issue is still in Pending Verification after its due date, its status changes to Overdue to show it was not resolved in the time set by the creator.
An issue sent back after its due date shows as Overdue while it is open, together with the Submit button. This flags it as urgent. The issue must be submitted again each time it is overdue or sent back.
Other ways to move an issue
Kanban Board: issues appear as cards in status columns. Move a card to another column, for example from Open to Pending Verification, to update its status.
Escalate: if an issue needs more support, escalate it to another tier (Tier 1, Tier 2 or Tier 3) with a comment. See Escalate an issue.
Clone: if a similar issue comes up again, or one issue needs more than one person's attention, clone the existing issue (open the article).
Good to know: The Assignee field on the create form sets the person responsible for the issue. You can choose an assignee each time, or an admin can set up default assignees based on priorities and pillars (open the article).
If it does not work
Problem | Likely cause | Fix |
You do not see Mark as Complete | The issue is still Open (not submitted), or you are not the assignee | Click Submit first. If you are not the assignee, ask the assignee or an admin to change it. |
Send Back stays greyed out | The Add Reason field is empty | Enter a reason. |
You cannot move the card on the Kanban Board | Your facility's workflow does not allow your role to make that transition | Ask your admin to check the Workflow builder. If you were just given the permission, sign out and back in. |
The statuses look different from this article | Your admin customised the workflow | Follow the statuses on screen. The logic (submit, verify, complete or send back) is the same. |
Related
Raise an issue
Escalate an issue
Run the daily routine
About F-Tag statuses (open the article)