Issues Overview


The Issues section of the platform gives customers an easy way to submit and track problems with their active units. Issues can be evaluated, and quickly promoted to repair orders when necessary.

To get to the Issues section, tap the Issues option on the navigation menu.

Issue Status


Issues can have the following status:

  1. Open - This status means that the issue is currently open and in need of repair.
  2. Repair Order - This status means that the issue has been processed, and a repair order was created.
  3. Deleted - This status means that the issue has been deleted (NOTE: issues with a deleted status will be permanently deleted after a period of time).

Adding an Issue


NOTE: This option is available to Customer, Customer Admin, Manager, Vendor, Vendor Admin, Supervisor, Technician, Driver, and Lessee users.

When a problem arises with your unit, an issue can be created. To add an issue:

  1. Within Issues, tap the Add Issue option.
  2. Select the Unit Number you would like to add an issue for.
  3. Select the System Code and System-Component Code of the issue.
  4. Enter notes about the issue, and include an optional attachment. When a repair is created, the notes and attachment will automatically be included.
  5. Tap the Add button.

Updating an Issue


NOTE: This option is available to Customer, Customer Admin, Manager, Vendor, Vendor Admin, Supervisor, Technician, Driver, and Lessee users.

To update an issue:

  1. Within Issues, tap on the issue that you would like to update.
  2. Update the values you would like to change.
  3. Tap the Update button to update, or the Delete button if you would like to delete the issue altogether.

Tagging an Issue


NOTE: This option is available to Customer, Customer Admin, Manager, Vendor, Vendor Admin, Supervisor, Technician, Driver, and Lessee users.

Custom tag(s) can be added to issues, which can then be used as an additional filtering option. To tag an issue:

  1. Within Issues, tap on a line item to view the issue dialog window.
  2. Tap the option at the top of the issue dialog window.
  3. Next, select the tag(s) you'd like to add to the issue under the Available Tags tab, or create a new tag under the Create Tag tab.
  4. Tap the Update button.

Creating a Repair Order


NOTE: This option is available to Vendor, Vendor Admin, Supervisor, and Technician users.*

When there is an open issue in the platform, you will receive a dashboard notification. To turn an issue into a repair order:

  1. Within Issues, tap on the issue in the list.
  2. Tap the Create RO button to turn the issue into a repair order.
  3. Alternatively, if a repair order is already in progress on a unit that has an open issue, you can tap the Add Task button while editing the RO.

* Customers, Customer Admins, and Managers can also access these features, if the customer adds a Vendor user to their account.