Issue records

Audience: Issue administrators, Issue managers, Issue users

 

List | Details | Raise new / Create | Edit

 

The following section of the guide will support you through the process of raising a new issue record. The types of issue you have permission to raise in the system will vary depending on the restrictions placed on your system and user account. Issue records can vary in function from logging and handling customer complaints through to managing change control or CAPA. For the purpose of these guides, all types of issue record will be referred to as Issues/Issue Records.

 

Issues list

To view the issues list:

  1. Navigate to Home > Issues > Issues. You should be presented with a screen similar to below:

[click image to expand]

Select any issue from the list to view the record details

  • Standard list screen filters and Export available.

  • Additional filter of 'My issues' available. If this box is checked, the list will only display issue records where you are listed as the owner

 

You can perform multiple actions from the issues list screen by selecting the appropriate option at the top of the list.

Those options are:

Option Description

Create

Select this to create a record for a new issue record

Export

Select this to export the list screen as a table. Keeping any applied filters in place.

 

Selecting the options icon [] at the end of each row will reveal how you can interact with the record.

For issue records, the options are:

Option Description
View Select to view the issue details screen
Edit Select to enter the issue details edit screen

 

 

Issue record details

To view the details for a issue record:

  1. Navigate to Home > Issues > Issues
    1. Select the issue from the list screen
    2. Select View from the options dropdown []

You will be presented with a screen similar to below:

[click image to expand]

The details screen will list all key details for the issue including its status, issue type, associated items tab and any custom fields. Furthermore, you can view the activity log for the record and leave a comment.

Note:

  • The details screen is read only and all fields should be greyed out.
  • Select the edit icon in the top right to access the edit details screen

If you have the correct permissions the following option will be available to you in the top right:

Icon Title Description
Edit Allows you to access the edit details screen

 

 

Raise new issue record

To create a new issue record:

  1. Navigate to Home > Issues > Issues
  2. Select Create from the issues list screen.
  1. Select an issue type. The screen will refresh to reveal the relevant details for the selected issue type.
  1. Enter a title
  2. Provide a description of the issue
  3. If not enforced, select a Target date
  4. If required for the selected type, select a Company and Contact
  5. If required, and not already enforced, select a Workflow template to control the process of handling the issue
  6. Additionally, you can:
    1. Amend permissions (unless enforced)
    2. Set notifications (unless enforced)
  7. Select save to confirm

Note:

Depending on the configuration of the issue type different fields and options will be visible.

See below for additional information on any of these steps.

Don't worry if you miss or forget any of the mandatory fields as the system will prompt you when you select save.

 

When you first start to raise a new issue record, you will first be presented with a screen similar to below. You must select an issue type to continue.

[click image to expand]

  1. Select Select to choose the required issue type. You will be presented with a modal list screen of existing issue types, similar to below:

[click image to expand]

  1. Tick the check box in the row of the issue type you wish to raise.
  2. Select Confirm to continue

Once an issue type has been selected the screen will refresh to reveal the full new issue details screen, similar to the one shown here:

[click image to expand]

Note:

Depending on the configuration of the issue type different fields and options will be visible.

If the issue type you require does not exist:

  1. Select Create, this will reveal the create issue type screen in a new panel.
  2. Follow the instructions as defined here for adding a new issue type
  3. Once created, the new issue type will be applied to the new issue record.

 

Issues can be restricted so that only users within a defined group can view, edit or administrate this record.

To restrict the record

  1. Tick the Restrict check box in the Restrict permissions box in the right hand side column of the screen.

[click image to expand]

  1. Select Select. This will present you with a Select group modal similar to below:

[click image to expand]

  1. Use the Select group modal to find the required group(s)

  2. Once located, check the box in the far left of the suitable row(s)

  3. Select confirm to associate the groups to the document

  4. Once a group is selected decide what permissions they will have:

Option Description

Viewer

Can only view the issue record

Editor

Can edit this issue record

Administrator

Has full administrator permissions for this issue record.

 

If the group does not exist, you can:

  1. Select Create. A create new group panel will slide into view, similar to below:

[click image to expand]

  1. Follow the instructions here to create the new group

Note:

Permissions apply. If you do not have permission to create new groups, the Create option will not be available to you

 

Issues can generate notifications when an issue is created, or the workflow is started. These notifications are sent to groups of users.

If you wish to remove any already applied groups to be notified:

  1. Select the remove icon next to the groups you wish to remove from the permitted list of groups

To add a notification group:

  1. Select Select under the notifications section on the record. This will present you with a select group modal similar to below

[click image to expand]

  1. Use the Select group modal (standard list screen filters apply) to find the required group(s)
  2. Once located, check the box in the far left of the suitable row(s)
  3. Select confirm to associate the groups to the document
  1. If you require users to acknowledge receipt of the document tick the ‘Notification requires acknowledgement’ check box

If the group does not exist, you can:

  1. Select Create. A create new group panel will slide into view, similar to below:

[click image to expand]

  1. Follow the instructions here to create the new group

 

 

 

Edit issue record

To edit an existing issue record:

  1. Navigate to Home > Issues > Issues
    1. Select the issue record from the issues list screen to view the record details. From there, select the edit icon
    2. Select Edit from the options dropdown []

This should present you with the Edit issue details screen, similar to the one shown here:

[click image to expand]

As an Issue Administrator, Issue Manager or the current actionee in a workflow (if enabled) you can amend some of the key details fields for an existing issue record.

  1. Edit details as required, ensuring all mandatory fields contain suitable data
  2. Select Save to confirm any changes

Note:

  • Description cannot be edited
  • Title can only be edited if enabled in the Issue settings by an administrator

 

Issues can be restricted so that only users within a defined group can view, edit or administrate this record.

If you wish to remove any already applied permissions to the issue record, either:

  1. Un-tick the Restrict check box, disabling any permissions you may have applied and leave the issue record unrestricted
  2. Select the remove icon next to the groups you wish to remove from the permitted list of groups

To restrict the record

  1. Tick the Restrict check box in the Restrict permissions box in the right hand side column of the screen.

[click image to expand]

  1. Select Select. This will present you with a Select group modal similar to below:

[click image to expand]

  1. Use the Select group modal to find the required group(s)

  2. Once located, check the box in the far left of the suitable row(s)

  3. Select confirm to associate the groups to the document

  4. Once a group is selected decide what permissions they will have:

Option Description

Viewer

Can only view the issue record

Editor

Can edit this issue record

Administrator

Has full administrator permissions for this issue record.

 

If the group does not exist, you can:

  1. Select Create. A create new group panel will slide into view, similar to below:

[click image to expand]

  1. Follow the instructions here to create the new group

Note:

Permissions apply. If you do not have permission to create new groups, the Create option will not be available to you

 

Issues can generate notifications when an issue is created, or the workflow is started. These notifications are sent to groups of users.

If you wish to remove any already applied groups to be notified:

  1. Select the remove icon next to the groups you wish to remove from the permitted list of groups

To add a notification group:

  1. Select Select under the notifications section on the record. This will present you with a select group modal similar to below

[click image to expand]

  1. Use the Select group modal (standard list screen filters apply) to find the required group(s)
  2. Once located, check the box in the far left of the suitable row(s)
  3. Select confirm to associate the groups to the document
  1. If you require users to acknowledge receipt of the document tick the ‘Notification requires acknowledgement’ check box

If the group does not exist, you can:

  1. Select Create. A create new group panel will slide into view, similar to below:

[click image to expand]

  1. Follow the instructions here to create the new group