What are they? what are their purpose? and how they differ from tickets.
Issues are problems or issues that need addressing. An issue can be raised via a ticket from a building user or raised directly in the Facilities Management area by an FM Operative 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, which is 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.
You can see more about Tickets, Issues and the FM workflow elsewhere in this documentation.
Issues can be:
New - Issue raised but no maintenance job yet raised to resolve.
In Progress - Issue raised, and maintenance job raised to resolve, and in progress.
Resolved - Issue raised, and maintenance job raised and 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 showing the issues list on the issue tab
The Issue summary page - here we cab see the details on this issue.
When thinking about the difference between Tickets, Issues and maintenance jobs, a good analogy is; Issues can be thought of as “the problem” , maintenance jobs are the “solution to the problem”. Tickets are someone reporting a potential problem, but at this stage the exact problem may be unknown.
