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Introduction to Issues

What are they? What are their purpose? And how they differ from tickets.

Issues are problems that need addressing. They can be raised via a ticket from a building user or directly in the Facilities Management area by an FM Operator or user with relevant permissions.

It is important to understand the difference between a Ticket and an Issue. A ticket is someone reporting a problem; however, it may or may not be an issue. An issue is a verified problem raised by an FM operative. A ticket can be promoted to an Issue, at which point an Issue is created from the ticket; however, the ticket still exists.

Issues can be:

  • New: An issue has been raised, but no maintenance job has yet been raised to resolve.
  • In Progress: An issue has been raised, and a maintenance job has been initiated to resolve it.
  • Resolved:  An issue was raised, and the maintenance job is fully completed.

This status is automatically assigned, and an issue is closed when the associated maintenance job is completed or if the issue is closed manually.

The FM interface shows the issues list on the issue tab
The Issue Summary page - here we can see the details on this issue.

When thinking about the difference between Tickets, Issues and Maintenance jobs, a good analogy is; Tickets are someone reporting a potential problem, but at this stage the exact problem may be unknown.  Issues can be thought of as “the defined problem”, and Maintenance Jobs are the “solution to the problem”.