Raising an issue

Defects & issues is one register for everything that needs putting right: "Report, review, action, evidence, close, audit: one spine for every nonconformity." An issue can be reported by hand, promoted from a chat message, or raised automatically by a failed inspection item or an AI review.

Reporting one

In the office, open Defects & issues and choose Report issue. In the field app, tap Capture on the record you are dealing with and choose Defect or issue ("Report something needing action"). Opened from a record, the issue is already anchored to it and the subject can't be changed.

Under Issue details:

• Title is required. Describe what you can see.
• Subject says what the issue is about: General, Vehicle, Equipment, Site or Job. Anything other than General asks you to pick the record.
• Severity is optional: None, Low, Medium, High or Critical.
• Category, such as Safety, Mechanical, Electrical or Quality / workmanship.
• Team: who was involved (see below).
• Description: anything the next person needs to know.

Priority, the assignee and the due date aren't asked for here. They are set when someone triages the issue. See The issue lifecycle.

Issues about a vehicle

When the subject is a vehicle, Severity is replaced by a required Safety assessment: Safe to continue, Unsafe to continue or Vehicle stopped. The dialog says "Vehicle severity is graded in Fleet." The person reporting describes what they found. They don't grade it.

An Unsafe to continue or Vehicle stopped assessment holds an available vehicle as pending off-road straight away, and the fleet managers are told "Safety review needed" with its registration. See Checks and compliance for the grading and return-to-service loop.

Photos and video

Under Photos and video, use Take a photo (in the iPhone and Android apps), Add photos and Add video. Add photos takes several at once. Take a photo opens the phone's camera or, where your workspace stamps evidence photos, Maliru's own camera, which stamps each photo and stays open for as many as you need. If the stamp names the record, pick the Subject first: until you do, Take a photo says "Pick the subject first. It goes on every photo's stamp." See Stamped photos from Maliru's camera. The limit is shown beside the buttons: "Up to 5 files — photos to 25 MB, clips to 50 MB." Pick more photos than there is room for and the ones that fit are added, with a note that the rest were left out.

• On a phone, Add video offers Record a video or Choose from gallery. A recording made from here stops at 30 seconds. A clip picked from the gallery is judged on its size alone.
• In a browser, Add video opens the file picker.
• Remove a file before sending with the cross on its tile.

The issue is saved first and the files upload after it. If the upload fails, the issue still exists and the dialog says "Issue reported. The files could not be uploaded. Retry, or finish without them." Choose Retry upload, or Finish without files and add them later from the issue's Evidence tab.

Who was involved

Team records the people and crews involved, not the person who will fix it. The help text reads: "Pick anyone on the workspace, or type a crew name and press enter. Leave empty to record your own team."

• Pick as many people as you need, or type a crew name (for example "Gang 3") and press Enter. A crew name doesn't have to exist anywhere else in Maliru.
• Mix people and crews on one list, up to 20 in total.
• Leave it empty and the issue records your own team from your user record.

The list shows on the issue, in the register's Team column and in the Team filter. Triage can change it. See Where an issue came from and who was involved.

Other ways an issue is raised

• From a chat message: open the message's menu and choose Promote to record → Raise as issue ("Starts the report → review → close loop."). Give it an Issue title, optionally a Job and a Note, then Promote: this report opens filled in, and can name any record, a vehicle or piece of equipment included. Left empty, the description is the message text. A photo in the message isn't copied onto the issue. The issue's Origin tab has Open conversation to get back to it.
• From a help-desk request: people with Manage help desk choose Raise issue on the request's card. This report opens with the request's title and linked record; left empty, the description is what the raiser wrote. The issue's Origin tab has Open request, and the request lists the issue. See Requests.
• From a failed inspection item: a form with Raise a defect for failed items switched on raises "Inspection failure: {item}" against the record the form was filled for, linked back to the submission.
• From AI review: a mismatch between a worker's photos and their answers drafts an issue for a person to confirm or dismiss. See The issue register and AI-flagged issues.

Who can report, and who hears about it

Anyone who manages compliance can report an issue against any record, or a General one. Someone who manages a kind of record (jobs, sites, vehicles or equipment) can report against those records. A field worker's issue must name a record: a job they are on through a published shift (while the visit is unfinished, and for 7 days after it is marked finished), or any vehicle, site or piece of equipment. Every new issue notifies the compliance managers, and the fleet managers for a vehicle or the asset managers for equipment: "Issue reported: {title}". Whoever reported it isn't told about their own report. When a failed inspection raises several issues, they arrive as one notice, for example "3 issues reported: {form}".

With no signal, an issue and its photos are saved on the phone and reported when signal returns, at the time you reported it. If Maliru refuses it, the dialog stays open with your answers so you can fix it and try again.

Tip: a clear title and a photo are worth more than a guess at severity. Say what you see and let triage grade it.