Who is this article for?

Users responsible for Issue records.

Issue User (ISSUSR)permissions are required.

Issue Manager makes adding and administering Issues easy. This article shows you how to work with them.

1. Creating Issues
2. Cancelling Issues
3. Reopening Issues

1. Creating Issues

To create an Issue:

1. Navigate to Issue Manager.
2. Select New Issue from the menu on the left.

3. Choose an Issue Type Category from the dropdown (if enabled).
4. Determine the Issue Type.
   This will take you to a New Issue screen.

5. Populate the Company and Contact fields.
   Start typing the name in the respective field to display available selections already existing in the system.
   If the Company or Contact is not already known (recorded), click the Plus icon.
6. Give your Issue a Title.
7. Add Details.
8. Fill out the remaining, optional fields as required.
9. Click Save.

Depending on the configuration of your system, you may find that different Issue Types have additional Metadata fields that also require population.
These will appear below the core data that the system captures and may be group together under sections. If they are not set to appear on the New Issue screen, they will appear once the record has been saved.

2. Cancelling Issues

In some circumstances, you may need to cancel an Issue.

As long as the 'Cancel' status is included in the Issue Type lifecycle, the system supports this capability, allowing you to bring an Issue to a close, withdrawing issued Actions, cancelling further Actions, and removing the requirement to complete mandatory Metadata fields.

This is all supported by a comprehensive audit trail and requiring the user who cancels the Issue to provide a reason to be stored in the Issue’s Journal List.

To cancel an issue:

1. Open the Issue you need to modify.
2. Select Cancelled from the Status dropdown.
3. Confirm that you wish to cancel the Issue.
4. Provide a reason for the cancellation in the pop-up.

5. Click Save.

3. Reopening Issues

If an Issue was cancelled by mistake or needs to be re-opened for other reasons, you can bring the Issue back to live to continue where you left off before it was cancelled.

To reopen an Issue:

1. Open the Issue you need to modify.
2. Click the Reopen Issue icon to the right of the blue bar.

3. Confirm by selecting OK when prompted.
   This will reveal an additional overlaid window.
4. Provide a reason for reopening the Issue.
5. Choose whether you want Workflows to kick-off keeping the original dates, or whether you want to adjust the dates using the current date as a start point.

6. Click Save.