The issue lifecycle: triage to verify
Triage, assign, work, resolve and verify an issue, with comments, evidence and a full activity history.
Once an issue is reported (see Raising an issue), it moves through a fixed set of steps. Each step is recorded on the issue's Activity tab and in the audit trail.
The issue record
Open an issue from the register. In the office it opens as two panes.
- Along the top: the status, severity and priority, Overdue when it is past its due date, where it came from, the team involved, and "Reopened {count} times" when it has been reopened.
- Details on the left: Description, Reported by, Team, Raised from, Assignee, Category, Due and Created. For a vehicle issue it also shows the Safety assessment, and once it is resolved, the Resolution.
- Tabs on the right: Origin (only when a form, check, chat message, help-desk request or AI review raised it), Comments · n, Evidence · n, Activity, and Work orders · n when an equipment repair is linked.
On a narrow screen the same sections stack in one column.
The steps
The buttons change with the status:
- Triage opens Triage issue. Under Classification set Severity, Priority (Urgent, High, Normal or Low) and Category. Under Ownership pick the Assignee and edit the Team, the people and crews involved. Set a Due date, then Save changes. A reported issue becomes Triaged.
- Assign gives the issue an owner without changing its status. Search Search people or teams and pick someone. The assignee is told "An issue was assigned to you".
- Mark in progress says the work has started.
- Resolve asks for a Resolution note (required). The dialog reminds you to "Add photos in Evidence before resolving, when needed." The issue becomes Resolved and the person who reported it is notified.
- Verify is a second person confirming the fix. A resolved issue becomes Verified.
- Reopen appears on a resolved, verified, closed or voided issue. Give an optional Reason. It goes back to Reported, and the reopen count goes up.
If triage saves but the assignment fails, the dialog says "Triage saved. Assignment failed. Retry the assignment." and offers Retry assignment.
Void and Delete
Both are in the … menu ("More issue actions"), which only owners and people with Manage compliance see:
- Void removes an issue that shouldn't have been raised, such as a duplicate, with an optional reason. A voided issue leaves the Open, All and Closed tabs and stays under Voided, where it can still be reopened.
- Delete asks first: "This permanently removes the issue and its history, and cannot be undone." Use Void unless the record should not exist at all.
Comments and evidence
- Comments keep the discussion with the issue. The assignee and the reporter are told about new comments. Type @ to name someone who can open the issue and they are notified. See Mention someone on a job, defect or other record.
- Evidence holds photos and clips from the report, from work in progress and from AI review. Use Add photos, which takes several at once, or Add video: photos up to 25 MB and clips up to 50 MB.
- Work orders lists the equipment work orders linked to the issue, when there are any.
Vehicle issues
Vehicle issues are graded, taken off the road and returned to service in Fleet, not here. The record says "Vehicle grading and return to service are managed in Fleet." and offers only Assign, comments and evidence. See Checks and compliance.
Who can do what
Triage, Mark in progress, Resolve, Verify, Reopen, Void and Delete need Manage compliance. Fleet managers can open, assign and comment on vehicle issues, and asset managers on equipment issues. Field workers report issues but don't see the register.
Tip: treat Verify as a real checkpoint on anything safety-related. Resolved is one person saying it's fixed. Verified is a second person agreeing, and that difference is what an auditor looks for.