Introduction to issue


This user guide goes through the core concepts of the Issue module in Pims Collaboration. How to register an issue, receive it, analyse and set severity and actions, enter meta data and follow-up.

How to report an issue


By clicking the + new button in pims, a new tab would pop up where you can create an issue with a particular area, description and attachments.

Field/Operation Description
Area If the Area field is available, select the area that your issue fits the best under. This helps determine which manager/responsibles should handle the issue.
Description Write an explanation of the issue, helping others see what the issue is about and what needs to be fixed.
Attachments Add attachments that helps others understand the issue better. You can attach any file type like pdf, pictures and documents.
Submit Clicking the submit button the issue is posted for evaluation. You can then either close the pop-up or open the issue for further editing.


Issue Details

Issue overview


Field/Operation Description
Issue heading Here you see the organisation for which the issue has been added, the selected area, name of person who currently has an operation to complete and the status of the issue.
Description The issue description is shown right underneath the heading.
Edit Issue Clicking this button opens the issue for editing. The amount of fields and meta data you are allowed to edit depends on if you are an area manager or not.
Actions You can add and assign actions. Actions are tasks that needs to be done before the issue can be verified. You can assign actions to others and others can assign actions to you.
Test Steps Test Steps that should be executed to verify if the issue has been solved. This is typically enabled for Areas where special focus is needed.
Comments & Questions You can add comments or ask questions requestion respons from someone related to the issue.

Right Pane

Field Description
Updated by At the top the latest update, time and who made it, is shown.
Attachments Attachments uploaded to the issue appear here. The attachments are listed with the filtype represented as an icon, the upload date and the filesize. You can add or delete attachments from this section.
Subscribers Subscribers get a notification when the issue is changed, a comment is posted, an action assigned etc. Personnel involved with the issue gets added automatically, but it is also possible to add or remove subscribers manually.
Duplicates Issues marked as a duplicate of the selected issue is listed here.
Issues where I'm Resp Status and count of issues where you are the manager or have an involvement are listed here.

Edit issue

Issues can be marked and categorized by several meta data / fields to promote handling and closing them.
Field Description
Area Area the issue relates to.
Category Each issue can be categorised in order to help users when filtering issues. Categories are set up by the area manager.
Severity Level Changing severity can only be done by the manager of the area. This sets the urgency of the issue. The higher serverity the faster it should be resolved.
Description The description of the issue.
Incident Checking the "incident" checkbox to indicate that this is an issue that needs extra handling (possible reporting to the authorities etc). Extra fields for following up the incident is made available. When handled the incident may be printed by using the Print button in the upper right corner.
Verified/Closed The date the issue was verified/closed.
To Be Verified By Automatically set based on the Area Responsible. This is the person who checks if the issue is resolved and then closes it. Can be changed to someone else with detailed knowledge of the issue / area if required.
Hide Until You can hide an issue until a specified date.
Duplicate Of If two issues are created that outline the same problem or suggestion (but are, perhaps, worded slightly differently and/or created by separate users), the two issues can be linked together. To do this, you select one of the issues that will be set as a duplicate of the other.
Requires Discussion Marks the issue for discussion.

Additional details to issues


The "show more" button reveals a section with additional fields for the issue.


Field Description
Checked Date when the issue was checked.
To be Checked By The person supposed to check the issue before it is to be verified.
Reported by External Checkbox to indicate the the issues comes from an external source.
External Reference A reference to the external source of the issue. This can be a person, an ID from a ticked/helpdesk system etc..
Type The issue type. The options depends on the selected area and organisastion.
Workshop If this issue was created or discovered during a workshop you can put the workshop ID or some reference to that workshop (date etc).
Progress Indication of progress for larger issues. Manually entered or drag and drop within the grey bar.
Release Note Notes on the outcome of the issue. This may be an explanation of a new feature, steps to prevent a problem etc.

Set issue as incident

Checking the "incident" checkbox to indicate that this is an issue that needs extra handling (possible reporting to the authorities etc). Extra fields for following up the incident is made available. When handled the incident may be printed by using the Print button in the upper right corner.


Field Description
Root Cause What caused the incident.
Time of Incident Date the incident happened.
Coding options Reported to Mgmt

Reported to Authorities

Reported to Client

Reported by External Party

Lost Time Injury
Lessons Learned Experience that has been made from the incident.
Consequence What effect did the incident have on the organisation.

Actions



For each issue, you can assign actions to be performed, and assign these to a specific user with a given due date. The assigned user will get an email notification of the action.

Field Description
Action description A description of the action may be entered in the unlabeled box at the top.
Assigned to Assign the action by selecting someone from the dropdown list.
Due date The deadline for the action to be completed.
Completed The date the action was completed.
Cancelled The date the action was cancelled.

Subscribers


The subscribers to an issue are the users that receive automated emails regarding the issue. Within the subscribers tab of the issue tracker screen you can add or remove users to an issue. Adding a user to the subscribers list enables them to receive notification emails automated by Improve.


Process Flow


This image shows the effect of different actions on an issue, who gets set as subscribers, who gets informed when an action is assigned etc.